Service Desk Operations Manager

4 weeks ago

Waukesha, Wisconsin, United States HCTec Full time
Job Summary:

The Service Desk Supervisor at HCTec is responsible for organizing and directing the daily activities of a designated team within the Service Desk operations. This role requires a strong leader who can 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

Quality Management / Process Improvement:

Partner with the Continuous Improvement (CI) Team to ensure quality standards are met, following up with agents for coaching accordingly
Continually monitor service calls to observe employee demeanor, technical accuracy, and conformity to company and/or client policies
Measure and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
Reinforce and monitor compliance with all HCTec and client policies and procedures, including HIPAA and data security
Manage overall SLA and KPI performance for their team, identify service improvement opportunities, and work with leadership to develop and execute service delivery improvements
Share relevant real-time information and updates on processes or client workflows/process changes with team
Identify, recommend, and support the implementation of various programs for the improvement of call center operations

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, ensuring coverage and delivery of client standards
Monitor and manage employee attendance daily
Manage scheduling requests and time off requests for team members

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
Utilize customer service guidelines as outlined in HDI training
Use client provided knowledgebase and client specific procedures to resolve issues

Additional Information:

Customer Focus: Positions primarily serves internal and external customers
Confidentiality: Access to and/or works with sensitive and/or confidential information
HIPAA: Exhibit a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices

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