Call Center Supervisor – EDI Helpdesk

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and nurture a team of EDI Helpdesk representatives through constructive feedback, performance assessments, training, and employee engagement initiatives.

• Supervise daily call center operations, encompassing staffing, scheduling, attendance, and real-time performance tracking.

• Ensure adherence to contractual Service Level Agreements (SLAs) and key performance indicators (KPIs).

• Handle escalated inquiries from providers and Trading Partners, ensuring prompt and accurate resolution in accordance with Montana Medicaid's policies, procedures, and regulatory standards.

• Evaluate call center performance metrics, quality outcomes, and productivity trends.

• Identify areas for operational enhancement and employee development.

• Assist in hiring, onboarding, training, and managing performance activities.

• Maintain optimal staffing levels and service quality.

• Review and refine operational procedures, training materials, and workflows.

• Collaborate with internal teams, operational leadership, and client representatives to address service challenges and support program goals.

• Provide support for Montana Medicaid's EDI Helpdesk for healthcare providers and Trading Partners.

⛳️ Requirements

• High school diploma or equivalent is mandatory; an associate or bachelor's degree is preferred.

• Experience in a call center setting with proven supervisory or team leadership skills.

• Background in healthcare, Medicaid, Electronic Data Interchange (EDI), or healthcare provider support environments.

• Robust leadership, coaching, communication, organizational, and problem-solving abilities.

• Capability to manage a high-performing remote team.

• Experience in monitoring call center KPIs, service levels, quality, and productivity.

• Proficient in data analysis and driving performance enhancements.

• Competency with Microsoft Office and contact center technologies.

• Quick learner of new systems and processes.

• Ability to manage competing priorities and address escalated issues effectively.

• Capacity to make informed decisions in a fast-paced, high-volume environment.

• Ability to work autonomously, collaborate across teams, and adapt to evolving operational and business requirements.

• Availability for work from Monday to Friday, 8:00 a.m. to 5:00 p.m. Mountain Time.

• Must maintain a professional, secure, and distraction-free home workspace with reliable high-speed internet access.

• Completion of required job-related assessments and background check.

• Attendance at all mandatory training sessions, with no scheduled time off during the training period.

🏝️ Benefits

• Flexible working arrangements.

• Opportunities for learning and career advancement.

• Flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.