Call Center Team Lead: Service & Quality

Datavant; Honolulu (HI); Sur place; USD 57 000 - 67 000; Plein temps

Résumé du poste

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

You will plan schedules, assess service efficiency, address complaints, and guide team performance. Strong collaboration, organization, and communication are essential in this fast-paced role with opportunities to drive meaningful improvements across the

Qualifications

• Must have at least 2 years supervisory or management experience in a call center or customer oriented environment, preferably with a mid to large customer service team.
• 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

Responsabilités

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

Connaissances

Supervisory experience

Organizational skills

Verbal communication

Written communication

Interpersonal skills

Team oriented

Time management

Problem solving

Fast-paced environment

Professional teamwork

Formation

Bachelor’s degree or equivalent

Associate degree + 4 yrs exp

Outils

MS Office

Description du poste

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

You will plan schedules, assess service efficiency, address complaints, and guide team performance. Strong collaboration, organization, and communication are essential in this fast-paced role with opportunities to drive meaningful improvements across the