Call Center Supervisor

Summary

Join Highspring, a leading healthcare IT services firm, as an IT Supervisor and support our clients by providing exceptional call center support, project management, and team support. You will assist the call center management team in providing leadership, guidance, customer onboarding, and training. Excellent customer service and communication skills are essential. This salaried position requires 25-40% weekly call center phone coverage with occasional after-hours and weekend work. You will train staff, manage projects, and ensure prompt, accurate, and courteous customer service. Highspring offers opportunities for growth and career advancement in a dynamic and collaborative environment.

Requirements

• Project Management and Project Tracking
• Documentation Standards
• Develop Training materials and provide new customer training
• Assist with SOW and RFI documentation
• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
• Knowledge of customer service principles and practices (ITIL training a plus)
• Experience supporting software computer applications and equipment from a remote helpdesk environment
• Must be a team player and build good working relationships across all functions of the company
• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
• Need to be flexible, adaptable, and possess creative problem-solving skills
• Proficient in Microsoft Office suite and database knowledge
• 2-year Associates degree or equivalent experience is desired

Responsibilities

• Provides ongoing communication to the call center team based on customer updates, changes, and outages
• Train and document new information or changes from the customer(s)
• Ticket/Issue Escalations for assigned call center
• New customer onboarding and project management
• Provide support for the Quality Assurance team with ticket review and client reporting
• Daily interaction with our customers to address issues, requests, and concerns
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Stay current with system changes and updates
• Ensure customers receive prompt, accurate and courteous service
• Assists in the Recruitment, interviews, hires, and training of new staff
• Oversees the daily workflow of the call center
• Provides constructive feedback for performance evaluations
• Client onboarding and information gathering

Preferred Qualifications

• 7+ years’ experience in the Information Technology and/or Call Center field preferred
• In addition, 2+ years’ experience in IT staff leadership and/or IT staff mentoring
• Medical/clinical terminology is preferred, but not required