Call Center Team Lead - Customer Experience

Datavant; United States; On-site; USD 28,000 - 33,000; Full time

Job summary

Datavant is seeking a working supervisor for our call center, overseeing quality and profitability of HealthPort services. You will train associates, develop policies, and ensure customer satisfaction while managing daily operations.

Ideal candidates have at least 2 years in call center supervision, strong Microsoft Office skills, excellent communication, and a proven ability to work under pressure in a fast-paced team environment.

Qualifications

• 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
• Ability to sustain continuous pressure, withstand conflicting requirements
• Proficient time management, problem solving and analytical skills
• Must be able to work effectively in a fast paced environment
• Ability to work professionally, effectively, and efficiently in a team environment with customers, management and co-workers.
• Bachelor’s degree or equivalent experience OR an Associate's degree and 4 years supervisory or management experience in a call center or customer oriented environment

Responsibilities

• Plan, prepare, and devise work schedules according to budget, call volume and production needs.
• Assess current customer service model for opportunities for improvements.
• Assist with appraising performance, addressing complaints and resolving problems.
• Ensure each call center associate has necessary skills and knowledge for excellent service.
• Manage difficult customer situations and solicit feedback for process improvement.
• Track calls to provide data to upper management for changes.
• Develop short and long term strategies to improve morale.
• Monitor department results to address productivity and customer concerns.
• Assist with development and implementation of other programs benefiting the organization.
• Communicate with management regarding concepts and objectives.

Skills

Supervisory experience

Microsoft Office

Organizational skills

Verbal and written communication

Team oriented

Time management

Problem solving

Fast paced environment

Education

Bachelor’s degree

Associate’s degree + 4 years supervisory experience

Tools

Microsoft Office Suite

Job description

Datavant is seeking a working supervisor for our call center, overseeing quality and profitability of HealthPort services. You will train associates, develop policies, and ensure customer satisfaction while managing daily operations.

Ideal candidates have at least 2 years in call center supervision, strong Microsoft Office skills, excellent communication, and a proven ability to work under pressure in a fast-paced team environment.