Service Desk Supervisor

• 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

• 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

• 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.

• 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

• Regular and reliable attendance

• Perform other duties as assigned

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.

• Minimum 3 years’ experience working within a call center environment

• Minimum 1 year experience in healthcare preferred

• Minimum 1 year experience with HCTec preferred

Certifications & Licenses: Current valid State Drivers’ License