Datavant is a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.
By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.
This position serves as a working supervisor with oversight and management of all call center associates and functions as they relate to maintaining the quality of Datavant services and the continued profitability of the company. This position trains customer service associates and develops and implements policies and procedures to ensure customer satisfaction.
You Will:
- Plan, prepare, and devise work schedules, according to budget, call volume, and production needs.
- Assess all aspects of the current customer service model for potential opportunities for service efficiencies and quality enhancements.
- Assist with appraising performance, addressing complaints, and resolving problems.
- Ensure each associate in a call center has the skills and knowledge necessary to provide excellent consumer service.
- Manage difficult customer situations and solicit customer feedback for process improvement.
- Track incoming and outgoing calls to provide data to upper management, allowing for the implementation of necessary changes.
- Develop short- and long-term strategies to improve morale.
- Monitor individual and department results to address potential productivity and customer concerns.
- Assist with the development and implementation of other programs that benefit the organization and its customers.
- Communicate with management regarding creative concepts and objectives, which may benefit the company.
What You Will Bring To The Table:
- Must have at least 2 years of supervisory or management experience in a call center or customer-oriented environment, preferably with a mid to large customer service team.
- Experience with Microsoft Office Suite or similar tools
- Proven organizational skills.
- Effective verbal, written, and interpersonal communication skills.
- Ability to work with others and be extremely team-oriented.
- Ability to sustain continuous pressure, and withstand conflicting requirements.
- Proficient time management, problem-solving, and analytical skills.
- Must be able to work effectively in a fast-paced environment.
- Ability to work professionally, effectively, and efficiently in a team environment with customers, management, and co-workers.
- Bachelor’s degree or equivalent experience OR an associate degree and 4 years of supervisory or management experience in a call center or customer-oriented environment
We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact. The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated salary range for this role is $53,000-69,000.