Support Center Supervisor

at  Encompass Health

QUALIFICATIONS

License or Certification:

• Valid state driver’s license.

Minimum Qualifications:

• Associate’s or Bachelor’s degree required.
• Minimum 4-6 years of relevant experience.
• Technical certifications such as ITIL certification or training preferred but not required.
• Healthcare industry experience preferred.
• Experience in and/or familiar with:
• Providing technical support services
• Working with Incident tracking systems such as Remedy.
• Networking
• Application servers
• Databases
• Desktop applications
• Call Management Systems and Basic Functions
• Operating Systems
• Team management
• Technical documentation

• Familiar with regulatory compliance:

• • HIPAA Medicare

A LITTLE ABOUT US

We’re confident you’ll see the difference the moment you join our team. Working at Encompass Health means working with a growing national inpatient rehabilitation leader. We’re proud of our career growth opportunities and how our team members work together for the greater good of our patients. We’ve been named one of the “World’s Most Admired Companies” and a Fortune 100 Best Companies to Work For® Award, among others, which is pretty amazing.

POSITION PURPOSE

The IT Support Center Supervisor is a management level position primarily responsible for ensuring customer service agents deliver a high quality customer service experience to Encompass Health employees. This includes day-to-day monitoring of agent shift adherence, daily SLA metrics, overseeing ACD status to ensure compliance, conducting monthly IPM (Individual Performance Metric) evaluations, ensure staff training and education needs are met, provide disciplinary action and performance improvement planning in accordance to Company standards and policies. In addition, this position leads by example providing quality oversight for customer support interactions and coaching agents on professional etiquette and standards of conduct. This position will also serve as an escalation point for other agents and will intervene when necessary to accelerate resolution to technical issues that have stagnated. This position will promote an esprit de corps among staff promoting team work, customer service, high morale and accountability.

RESPONSIBILITIES & TASKS

• Monitors incoming call volumes and support requests to make adjustments related to team schedule.
• Analyzes the quality and timeliness of support services.
• Responds to all customer surveys that indicate a less than satisfactory result.
• Responds to every customer requesting to be contacted via the CSI survey.
• Escalates high severity issues to proper authorities
• Acts as a technical resource for support team.
• Provides supplemental volume support as business conditions demand
• Works with Associate Director Service Delivery to develop corrective action plans.
• Performs monthly service quality meetings with each agent.
• Analyzes the quality and timeliness of support services
• Monitors performance metrics and indicators.
• Supervises a team of Service Desk Agents.
• This position must sit at our Home Office in Birmingham, AL