Customer Experience Lead, Call Center Operations

Datavant; Hagåtña (GU); On-site; USD 57,000 - 67,000; Full time

Job summary

Datavant is a data collaboration platform trusted for healthcare. This working supervisor role oversees call center associates and ensures the quality of HealthPort services while helping grow the company’s profitability.

You will plan schedules, assess the current customer service model, implement improvements, and guide policies to boost performance and customer satisfaction. This role emphasizes teamwork and operational excellence.

Qualifications

• Minimum 2 years supervisory or management experience in a call center or customer-facing environment.
• Strong organizational, verbal, and written communication skills.
• Bachelor’s degree or Associate's degree with 4 years supervisory experience in a call center.

Responsibilities

• Plan, prepare, and devise work schedules according to budget, call volume and production needs.
• Assess opportunities for service efficiencies and quality enhancements.
• Assist with performance appraisals, 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 customer feedback for process improvement.
• Track calls to provide data to upper management for improvements.
• Develop short- and long-term morale improvement strategies.
• Monitor department results to address productivity and customer concerns.
• Collaborate on other programs that benefit the organization and customers.
• Communicate with management regarding concepts and objectives.

Skills

Supervisory experience

Call center management

Communication skills

Organizational skills

Team oriented

Time management

Analytical skills

Comfort in fast-paced environments

Education

Bachelor’s degree or equivalent experience with 4y supervisory exp

Tools

Microsoft Office Suite

Job description

Datavant is a data collaboration platform trusted for healthcare. This working supervisor role oversees call center associates and ensures the quality of HealthPort services while helping grow the company’s profitability.

You will plan schedules, assess the current customer service model, implement improvements, and guide policies to boost performance and customer satisfaction. This role emphasizes teamwork and operational excellence.