Service Desk Supervisor

Service Desk Supervisor

**This position is onsite in our Winston-Salem, NC office.**

The Service Desk Supervisor organizes and directs the daily activities of a designated team within the Service Desk operations. The main responsibility of the Supervisor is to supervise, develop, and guide service center analysts to ensure their ability to provide outstanding customer service and execute tasks effectively. Supervisors are accountable for ensuring agents are meeting quality standards outlined in client contracts, calculating call center performance metrics, and analyzing reports to ensure efficiency. Supervisors contribute to the development of new systems, take part in recruiting and interviewing agents, and have some reporting responsibilities. 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.

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

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

Other

Regular and reliable attendance

Perform other duties as assigned

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.

Knowledge, Skills & Abilities:

Education: Completion of two-year community college/vocational/technical school in a relevant field; Bachelor's degree preferred

Experience:

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