Apply📍 Maryland
🔍 Information Technology / Health Industry
- 2 years of experience supervising and managing service desk representatives.
- 5 plus years of experience supporting a service desk or call center operation.
- Experience in the health industry/health insurance domain preferred but not required.
- 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.
- Provides Supervisory Oversight of Tier 1 Personnel - Customer Service Representative.
- Prioritize tasks to handle Supervisor escalations and prepare to handle incoming calls during AHOD scenarios.
- Operate to meet client provided Key Performance Indicators, monitor and report on performance metrics.
- Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket.
- Collect, analyze, maintain, create, and share organizational knowledge to enhance efficiency.
- Review, update, and maintain SOPs, plans, and guides for stakeholder interactions.
- Monitor and evaluate agent performance, providing coaching and corrective actions.
- Assess helpdesk operations to identify areas for improvement and develop actionable insights.
- Support and coach team members on effective methods to research, troubleshoot and deliver resolutions.
- Collaborate with other supervisors and management to support agents and maximize customer satisfaction.
LeadershipCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringAttention to detailOrganizational skillsTime ManagementWritten communicationMultitaskingDocumentationCoaching
Posted 2024-11-07
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