Service Desk Operations Manager
4 weeks ago
The Service Desk Supervisor is responsible for organizing and directing the daily activities of a designated team within the Service Desk operations. This role requires strong leadership and communication skills to supervise, develop, and guide service center analysts to ensure they provide outstanding customer service and execute tasks effectively.
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
Current valid State Drivers' License
Additional Information:
This role works with the Associate Managers, other Service Desk Supervisors, and members of the operations team to ensure the success of the service center. The Service Desk Supervisor must have a basic understanding of healthcare regulatory and compliance (e.g., HIPAA).
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