Customer Experience Lead – Call Center Ops

Datavant; Boise (ID); On-site; USD 57,000 - 67,000; Full time

Job summary

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

Responsibilities include planning schedules, improving service efficiency, handling escalations, and reporting metrics to management. A strong candidate has 2+ years in call center supervision and excellent communication skills, with a relevant degree or

Qualifications

• 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.
• Bachelor4 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 the current customer service model for opportunities to improve efficiency and quality.
• 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 improvement.
• Track calls to provide data to upper management for changes.
• Develop short and long term strategies to improve morale.
• Monitor results to address productivity and customer concerns.
• Assist with development and implementation of other programs benefiting the organization.
• Communicate with management regarding creative concepts and objectives.

Skills

Supervisory experience

Microsoft Office

Organizational skills

Communication skills

Team oriented

Time management

Problem solving

Education

Bachelor4 degree

Associate4 degree +4 yrs supervisory

Tools

Microsoft Office Suite

Job description

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

Responsibilities include planning schedules, improving service efficiency, handling escalations, and reporting metrics to management. A strong candidate has 2+ years in call center supervision and excellent communication skills, with a relevant degree or