Education:

• High School Diploma or equivalent required, Associates or Bachelor’s degree preferred 

Experience:

• 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity.  Healthcare Industry Prefered.

Mandatory Skills:

• Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Ability to improve and/or transform team processes across functions within the organization.

• Ability to understand basic data and take appropriate action.

• Ability to drive individual and team efficiency and productivity through effective and efficient metric management.

• Ability to coach, train, and motivate employees and evaluate their performance.

• Ability to effectively lead and develop team towards improved performance.

• Ability to delegate and manage work loads and projects across functions within the organization.

• Ability to successfully drive continuous improvement efforts by leading work streams related to call center metrics and monitoring tools.

• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.

Roles & Responsibilities:

• Coach and develop team to achieve account specific and organization CPIs and KPIs.

• Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs.

• Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.

• Responsible for clearly communicating client and organization's expectations on an individual and team basis.

• Develop daily and weekly action Plans to address individual performance in relationship to team performance.

• Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization.

• Responsible for handling escalated and non-resolved customer calls.

• Participate in cross-functional activities and communication to further Company’s capabilities and improvements.

• Responsible for communicating by personal example and ongoing dialogue compliance to Company’s policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.

• Promote teamwork and cooperative effort.

• Help train and provide guidance to other CSRs within the organization

• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.

• Provide internal and external customers with the highest quality service.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.