Service Desk Supervisor

3 weeks ago


Waukesha, Wisconsin, United States HCTec Full time
Job Summary

The Service Desk Supervisor is responsible for organizing and directing the daily activities of a designated team within the Service Desk operations at HCTec. This role requires strong leadership and communication skills to supervise, develop, and guide service center analysts in providing exceptional customer service and executing tasks effectively.

Key Responsibilities
  • Resource Management: 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.
  • Quality Management / Process Improvement: Partner with the Continuous Improvement (CI) Team to ensure quality standards are met, continually monitor service calls to observe employee demeanor, technical accuracy, and conformity to company and/or client policies.
  • Capacity / Scheduling: Monitor activity in the Supervisor dashboard and adjust agent activities as needed to ensure client SLAs are met, coordinate with fellow supervisors & leads, Workforce Management, and operational leadership to create and monitor work schedule for team.
  • Routine Support: Provide Service Desk support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes, anticipate escalations and take over calls when needed.
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
Additional Information

This role requires strong leadership and communication skills, as well as the ability to work in a fast-paced environment. The ideal candidate will have a strong understanding of customer service principles and be able to provide exceptional support to internal and external customers.



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