Call Center Team Lead

Datavant; Juneau (AK); On-site; USD 57,000 - 67,000; Full time

Job summary

Datavant is seeking a working supervisor to oversee all call center associates and ensure quality of HealthPort services. You will train staff, develop policies, and implement procedures to maintain customer satisfaction and profitability.

You will plan schedules, assess service models, and monitor performance to drive improvements and morale. Strong leadership and communication are essential in this fast-paced environment.

Qualifications

• Minimum 2 years supervisory or management experience in a call center or customer oriented environment.
• Proven ability to train and develop customer service staff.
• Strong computer and data-tracking skills using standard office software.

Responsibilities

• Plan, prepare, and devise work schedules based on budget and call volume.
• Assess and improve the customer service model for efficiencies and quality.
• Appraise performance, address complaints and resolve problems.
• Ensure each call center associate has required skills and knowledge.
• Manage difficult customer situations and solicit feedback for improvements.
• Track calls to provide data for management decisions.
• Develop short and long term morale-boosting strategies.
• Monitor results and address productivity or customer concerns.
• Assist in implementing programs beneficial to the organization and customers.
• Communicate with management on concepts and objectives.

Skills

Supervisory experience

MS Office

Organizational skills

Communication

Teamwork

Time management

Problem solving

Education

Bachelor’s degree or equivalent

Associate’s degree + 4 years supervisory experience

Job description

Datavant is seeking a working supervisor to oversee all call center associates and ensure quality of HealthPort services. You will train staff, develop policies, and implement procedures to maintain customer satisfaction and profitability.

You will plan schedules, assess service models, and monitor performance to drive improvements and morale. Strong leadership and communication are essential in this fast-paced environment.