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Service Desk Supervisor

2 months ago


Waukesha, Wisconsin, 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 leading a team of service center analysts and ensuring they provide exceptional customer service and execute tasks effectively.

Key Responsibilities
  • Supervise, develop, and guide service center analysts to ensure they meet quality standards and provide outstanding customer service.
  • Monitor and manage employee attendance, scheduling, and time off requests.
  • Partner with the Continuous Improvement Team to ensure quality standards are met and identify service improvement opportunities.
  • Measure and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action as needed.
  • Reinforce and monitor compliance with all HCTec and client policies and procedures, including HIPAA and data security.
  • Manage overall SLA and KPI performance for the team and work with leadership to develop and execute service delivery improvements.
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.
  • Current valid State Drivers' License.
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 Service Desk operations.