Call Center Supervisor- Phoenix, AZ

Datavant is a rapidly growing health information technology company with a mission to connect the world’s health data to improve patient outcomes. Datavant works to reduce the friction of data sharing across the healthcare industry by building technology that protects the privacy of patients while supporting the linkage of patient health records across datasets.

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 for 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. Read more about our culture and benefits here!

The Call Center Supervisor serves as a working supervisor with oversight and management of all call center associates and functions as they relate to maintaining the quality of HealthPort 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
• Ensures each associate in the call center has the skills and knowledge necessary to provide excellent customer 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: 

• 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, 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's degree and 4 years supervisory or management experience in a call center or customer-oriented environment

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges for this position are developed with the support of benchmarks and industry best practices. 

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 $50,000-$61,000

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be anonymous and used to help us identify areas of improvement in our recruit