Job Description
Education:
- Minimum 4 year college degree
Experience:
- 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity. Healthcare Industry Preferred.
Mandatory Skills:
- Expert communication skills, both written and verbal.
- Computer / Digital Literacy such as Microsoft Office Suite, data entry, using multiple software applications simultaneously, strong general computer skills, and high comfort-level in intranet/internet navigation.
- Job Knowledge
- Sense of Urgency
- Passion for Excellence
- Working in Team/Interpersonal Skills
- Work Organization
- People Management/Team Orientation
- Drive for Results/Execution
- Thriving in Change
- Expertise/Analytical Skills
- Product Knowledge
- Problem Solving
- Presentation Skills
- Facilitation Skills
- Coaching
- Process Improvement
- Performance Management
- Discipline Management
Roles & responsibilities:
- Ensure that Team Members meet productivity standards.
- Assist Shift Managers in ensuring that client service levels are met or exceeded.
- Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Operations.
- Monitor service calls, e-mails, and other contact methods to observe employee's demeanor, technical accuracy, and conformity to company policies.
- Monitor individual Team Members statistics for Attendance, AHT, Productivity, and Quality.
- Recommend and apply corrective measures for Team Members who do not meet minimum performance metrics.
- Assign reports or projects to Team Members as needed.
- Work with Team Members to resolve grievances.
- Meet with team at least once a week to discuss issues and share best practices
- Responsible in cascading policy/procedure updates and/or training flashes to the agents/CSRs.
- Communicate resignations from 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 Business Partner and Shift Manager
- Coordinate with Shift Manager and Workforce department about team member's shift, days off, and leaves (vacation leave, sick leave, maternity/paternity, etc.)
- Escalate Quality related issues to Shift Manager
- Note 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, and the Training Teams are informed so repeat questions do not arise.
- Determine work procedures and expedite workflow.
- Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
- Inform the Shift Manager when the systems needed to handle calls are not working effectively.
- Recommends corrective services within client limits to adjust customer complaints.
- Strives to help the entire team when in need of assistance.
- Use data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards better performance.
- Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR performance.
- Work with Escalation Agents to prepare them for future Team Leader positions.
- Identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
- Prepare a Performance Assessment/Appraisal (PA) for each associate at the end of each year.
- Take escalated calls from Escalation Agents or from CSAs in the absence of EAs.
