Join Our Team: Revolutionizing Healthcare Support with Exceptional Leadership
Akkodis is at the forefront of transforming the healthcare industry through innovative solutions and exceptional customer support. We're seeking a highly skilled and experienced Call Center Supervisor to lead our team of technical support specialists in delivering top-notch service to our Fortune 500 health client. As a 100% remote role, you'll have the flexibility to work from anywhere while driving success in a fast-paced call center environment.
About the Role: Operations Supervisor for Tech Support Team
We're looking for a seasoned Operations Supervisor to oversee the daily activities of our Tech Support Specialist team, ensuring seamless technical issue resolution and high-quality customer service. As a key leader, you'll be responsible for managing a team of 14-30 consultants, primarily working first and/or second shifts. Your expertise in call center operations, technical support, and leadership will be instrumental in driving team performance and customer satisfaction.
Key Responsibilities: Leadership, Operations, and Customer Satisfaction
- Supervision and Leadership:
- Lead, mentor, and supervise a team of 14-30 Tech Support Specialists to achieve performance targets and foster a high-performance culture.
- Conduct regular team meetings and one-on-one sessions to provide feedback, coaching, and development opportunities.
- Operations Management:
- Monitor and manage daily operations using ServiceNow, ensuring compliance with HIPAA and other regulatory requirements.
- Oversee email communications and team collaboration using Outlook and Microsoft Teams.
- Ensure efficient browser navigation and web-based troubleshooting by the team.
- Performance Monitoring:
- Track and analyze team performance metrics to identify areas for improvement.
- Implement strategies to enhance team productivity and service quality.
- Ensure proper ticket handling and resolution documentation.
- Training and Development:
- Provide ongoing training to team members to stay current with product updates, industry trends, and best practices.
- Develop training materials and programs to address skill gaps and enhance team capabilities.
- Customer Interaction:
- Handle escalated customer complaints and provide elevated technical support expertise.
- Ensure high levels of customer satisfaction through effective problem resolution and communication.
Essential Qualifications: Experience, Skills, and Education
To succeed in this role, you'll need:
- 5+ years of experience supervising employees in a call center environment.
- High School Diploma or GED required.
- Minimum of 5 years of experience answering inbound phone calls.
- At least 3 years in customer service or equivalent experience.
- At least 12 months of technical support experience.
- Proficient in client management ticketing applications.
- Ability to type a minimum of 65+ words per minute with 90% accuracy (must pass a typing test).
- Demonstrated job stability with longevity in previous employment.
- Experience in call center software support, not engineering roles.
- Commitment to long-term employment and seeking permanent opportunities.
- High-speed internet and a quiet, uninterrupted, and private workspace.
- Perfect attendance during the first 60 days of employment, with no scheduled trades or time off during training and nesting.
Preferred Qualifications: Enhancing Your Application
While not mandatory, having the following qualifications will enhance your application:
- Experience with ServiceNow, Outlook, and Microsoft Teams.
- Knowledge of HIPAA and other regulatory requirements.
- Previous experience in the healthcare industry.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
What We Offer: Career Growth, Benefits, and Perks
At Akkodis, we're committed to your career growth and well-being. As a 100% remote role, you'll enjoy the flexibility to work from anywhere. Our comprehensive benefits package includes:
- Competitive salary ($40-45/hr W2, negotiable based on experience).
- Medical, dental, vision, life insurance, and short-term disability.
- Additional voluntary benefits and EAP program.
- Commuter benefits and 401K plan.
- Paid leave, including Paid Sick Leave and Holiday pay (where applicable).
Our Culture: Collaborative, Innovative, and Inclusive
At Akkodis, we pride ourselves on a culture that values collaboration, innovation, and inclusivity. As a remote team member, you'll be part of a dynamic community that supports your growth and success. We're an equal opportunity employer, committed to diversity and welcoming applicants from all backgrounds.
Join Our Team: Apply Now and Take the First Step
If you're a motivated and experienced Call Center Supervisor looking for a new challenge, we want to hear from you. Apply now and join our team of professionals dedicated to delivering exceptional customer support in the healthcare industry. Don't miss this opportunity to grow your career and make a meaningful impact.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements.
Apply Now