Call Center Supervisor

About This Role

This position serves as a working supervisor with oversight and management of all call center associates and functions as they relate to maintaining the quality of Health Port services and continued profitability of the company. The role involves training customer service associates and developing and implementing policies and procedures to ensure customer satisfaction.

Responsibilities

• Plan, prepare, and devise work schedules, according to budget, call volume and production needs
• Assess all aspects of the current customer service model for potential opportunities for service efficiencies and quality enhancements
• Assist with appraising performance, addressing complaints and resolving problems
• Ensure each associate in the call center has the skills and knowledge necessary to provide excellent consumer service
• Manage difficult customer situations and solicit customer feedback for process improvement
• Track incoming and outgoing calls in order to provide data to upper management, allowing for implementation of necessary changes
• Develop short and long term strategies to improve morale
• Monitor individual and department results to address potential productivity and customer concerns
• Assist with development and implementation of other programs that benefit the organization and its customers
• Communicate with management regarding creative concepts and objectives, which may benefit the company

Requirements

• 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
• Ability 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

About the Company

Datavant is the data collaboration platform trusted for healthcare, providing critical data solutions for organizations across the healthcare ecosystem, including providers, health plans, researchers, and life sciences companies. Datavanters are building the future of how data is connected and used to improve health, from fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare.