Service Desk Supervisor

**This position is onsite in our Waukesha, WI office.**

POSITION SUMMARY:

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.

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

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: The requirements listed below are representative of the knowledge, skills and/or abilities required.

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