Service Desk Operations Manager

2 weeks ago


ValdeReuil, Normandie, United States HCTec Full time
Job Summary

We are seeking a highly skilled Service Desk Supervisor to join our team at HCTec. As a key member of our Service Desk operations, you will be responsible for overseeing the daily activities of a designated team, ensuring they provide exceptional customer service and execute tasks efficiently.

Key Responsibilities
  • Manage and direct the daily activities of designated assigned Service Center agents
  • Create and maintain a positive, collaborative, and engaging culture to attract and retain high-performing team members
  • Participate in activities related to attracting and retaining a high-quality team, including recruitment and pipelining, interviewing, training, and engagement/community activities
  • Onboard, and mentor new team members; ensure that the team members acquire the appropriate support, tools, and training to apply skills and knowledge on the job
  • Coach, train, and regularly communicate with agents, including recurring 1x1s, team huddles, call monitoring, coaching sessions, and other meetings
  • Ensure agents understand and comply with all call center objectives, performance standards, and policies
  • Carry out performance measurement and evaluation of all agents and leads to improve efficiency; document performance issues and follow progressive discipline process
  • Resolve client and internal complaints and questions for assigned client(s)
  • Coach and mentor staff with career development, establishing competencies and skills, and identifying training needs
  • Communicate solutions, successes, best practices and opportunities within the team and larger Managed Services organization
  • Support special projects (e.g., new client implementations) as required
Requirements
  • Minimum 3 years' experience working within a call center environment
  • Minimum 1 year experience in healthcare preferred
  • Minimum 1 year experience with HCTec preferred
What We Offer

As a Service Desk Supervisor at HCTec, you will have the opportunity to work with a talented team, develop your skills and expertise, and contribute to the success of our organization.


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