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Service Desk Supervisor
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Full-time
- This role works with the Associate Managers, other Service Desk Supervisors, and members of the operations team to ensure the success of the service center.
- Onboard, and mentor new team members; ensure that the team members acquire the appropriate support, tools, and training to apply skills and knowledge on the job
- Carry out performance measurement and evaluation of all agents and leads to improve efficiency; document performance issues and follow progressive discipline process
- Reinforce and monitor compliance with all HCTec and client policies and procedures, including HIPAA and data security
- Monitor activity in the Supervisor dashboard and adjust agent activities as needed to ensure client SLAs are met
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