Education and/or Experience:
Required Qualification
- Minimum of Associate degree in Nursing or master's degree in social work
- Required to have an active registered nursing license or social work license.
- Minimum 2 years of clinical experience
- Management and/or supervisory experience.
- Active license
DUTIES & RESPONSIBILITIE
S:
Internal Customer Relati
- onsCommunicate resignations in the team and other agent concerns to
- HR.Update employee attendance record in Employee Self Service (ESS) and make sure that records will be sent to payroll timely. Escalate all employee concerns to HR-SBU and Shift Manag
- er.Coordinate with Shift Manager and Workforce department about team members shift, days off, and leaves (vacation leave, sick leave, maternity/paternity etc
- .).Escalate Quality related issues to his / her Shift Manag
er.
Process Improve
- mentNote all situations that arise that were not covered in training or in previous updates. Work with the Shift Manager to ensure that all other teams, the Quality Assurance Group, and the Training Team are informed so repeat questions do not ar
- ise.Determine work procedures and expedite workf
- low.Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (C
- PI).Inform the Shift Manager when the systems needed to handle calls are not working effectiv
- ely.Recommends corrective services within client limits to adjust customer complai
- nts.Strives to help the entire team when in need of assista
nce.
Staff Develo
- pmentUse data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards better perform
- ance.Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR perform
- ance.Work with Escalation Agents to prepare them for future Team Leader posit
- ions.Identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that poten
- tial.Prepare a Performance Assessment (PA) for each CSR at the end of each
year.
Staff Mana
- gementEnsure that team members meet productivity stan
- dards.Assist Shift Managers in ensuring that client service levels are met or exc
- eeded.Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Opera
- tions.Monitor service calls, e-mails, and other contact methods to observe employee's demeanor, technical accuracy, and conformity to company pol
- icies.Monitor individual team members statistics for Attendance, AHT, Productivity, and Qu
- ality.Recommend and apply corrective measures for team members who do not meet minimum performance me
- trics.Assign reports or projects to team members as n
- eeded.Work with team members to resolve griev
- ances.Meet with team at least once a week to discuss issues and share best prac
- tices.Responsible in cascading policy/procedure updates and/or training flashes to the agents
/CSRs.
OthersTake escalated calls from Escalation Agents or from CSAs in the absence - of EAs.Perform tasks assigned by his / her Shift M
- anager.Prepare composite reports from individual reports of subord
- inates.Actively assist in maintaining operational excellence on critical metrics such as service
- levels.Render phone time as required/scheduled and when needed to help with Operations service levels, call volume,
etc.).
