Healthcare Call Center Team Lead

Datavant; Austin (TX); On-site; USD 57,000 - 67,000; Full time

Job summary

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

The role requires at least 2 years of supervisory experience in a call center, strong organizational and communication skills, and the ability to work in a fast-paced environment. Bachelor’s or equivalent experience is preferred.

Qualifications

• Minimum 2 years supervisory or management experience in a call center or customer oriented environment.
• Proven organizational skills.
• Effective verbal, written and interpersonal communication skills.
• Ability to work with others and be team oriented.
• Capable of sustaining pressure and meeting conflicting requirements.
• Strong time management, problem solving and analytical skills.
• Ability to thrive in a fast paced environment.
• Professional conduct in a team setting with customers and management.
• Bachelor’s degree or equivalent experience OR an Associate's degree and 4 years supervisory 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 to improve service efficiency and quality.
• 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 department 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 Suite

Organizational skills

Communication skills

Team oriented

Time management

Problem solving

Ability to work in fast-paced env

Professional conduct in team settings

Education

Bachelor's degree or equivalent experience

Associate's degree + 4 years supervisory experience

Tools

Microsoft Office Suite

Job description

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

The role requires at least 2 years of supervisory experience in a call center, strong organizational and communication skills, and the ability to work in a fast-paced environment. Bachelor’s or equivalent experience is preferred.