Service Desk Supervisor

ROLE & RESPONSIBILITIES: 

• Provides Supervisory Oversight of Tier 1 Personnel - Customer Service Representative
  Prioritize tasks to handle Supervisor escalations and prepared to handle incoming calls during AHOD scenarios, or as needed.
• Operate to meet the client provided Key Performance Indicators, monitor and report on performance level Levels metrics weekly, monthly, quarterly, and annually.
• Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket (from calls, emails, incidents, and inquiries) logged by the team from the entry of the ticket to the disposition of the reported incident.
• Collect, analyze, maintain, create, store, and share organizational knowledge and information to enhance efficiency and minimize the need to rediscover existing knowledge.
• Review, update, and maintain SOPs, plans, and guides detailing stakeholder interactions with the helpdesk team.
• Monitor and evaluate agent performance, providing coaching and taking corrective action, if necessary.
• Assess helpdesk operations to identify areas for improvement. Track performance trends and develop actionable insights.
• Supports and coaches team members on effective methods to research, troubleshoot and deliver resolutions.
• Collaborating with other supervisors and management to support agents and maximize customer satisfaction.

REQUIRED EXPERIENCE: 

• 2 years of experience supervising and managing service desk representatives.
• 2 plus years of experience in the health industry/health insurance domain is preferred but not required.
• 5 plus years of experience supporting a service desk or call center operation.
• Experience with: ServiceNow/Jira/Confluence and password management tools.
• Experience serving CMS or US Federal Government Helpdesk/ServiceDesk as Tier 1 Customer service representative.
• Candidates must be able to obtain and maintain a Public Trust clearance
• Candidates must have lived in the United States 3 out of the past 5 years

PREFERRED EXPERIENCE: 

• Experience in NICE InContact CXOne Customer Experience Platform is preferred but not required

EDUCATION & CERTIFICATIONS:

• Bachelor’s or Associate Degree