Call Center Supervisor: Lead & Optimize Service

Datavant; Providence (RI); Presencial; USD 57 000 - 67 000; Tempo integral

Resumo da oferta

Datavant is seeking a working supervisor to oversee call center associates, ensuring quality HealthPort services and profitability. The role trains staff, develops procedures, and drives customer satisfaction while aligning with company goals.

You will schedule, monitor performance, resolve issues, encourage process improvements, and report insights to management. Requires 2+ years in a supervisory call center role, strong Microsoft Office skills, and effective communication.

Qualificações

• Must have at least 2 years supervisory or management experience in a call center or customer oriented environment.
• Experience with Microsoft Office Suite or similar tools.
• Proven organizational skills.
• Effective verbal, written and interpersonal communication skills.
• Ability to work with others and be extremely team oriented.

Responsabilidades

• Plan, prepare, and devise work schedules, according to budget, call volume and production needs.
• Assess all aspects of the current customer service model for potential opportunities for service efficiencies and quality enhancements.
• Assist with appraising performance, addressing complaints and resolving problems.
• Ensure each associate in call center has the skills and knowledge necessary to provide excellent consumer service.
• Manage difficult customer situations and solicit customer feedback for process improvement.
• Track incoming and outgoing calls in order to provide data to upper management, allowing for implementation of necessary changes.
• Develop short and long term strategies to improve morale.
• Monitor individual and department results to address potential productivity and customer concerns.
• Assist with development and implementation of other programs that benefit the organization and its customers.
• Communicate with management regarding creative concepts and objectives, which may benefit the company.

Conhecimentos

Supervisory experience

Microsoft Office

Organizational skills

Communication skills

Team player

Time management

Formação académica

Bachelor's degree or equivalent + 4 years supervisory experience

Ferramentas

Microsoft Office Suite

Descrição da oferta de emprego

Datavant is seeking a working supervisor to oversee call center associates, ensuring quality HealthPort services and profitability. The role trains staff, develops procedures, and drives customer satisfaction while aligning with company goals.

You will schedule, monitor performance, resolve issues, encourage process improvements, and report insights to management. Requires 2+ years in a supervisory call center role, strong Microsoft Office skills, and effective communication.