Duties & Responsibilities :
- Supervises staff that answers calls for a project. Including mentoring and developing staff as well as provides ongoing feedback performance on an individual and on a team level.
- Reviews and monitors call volumes and statistics.
- Assists with new staff training and ongoing refresher training as needed.
- Takes escalated calls.
- Updates all call center tracking tools and reports.
- Participates in call center audits and quality assurance functions.
- Prepares and maintains department operating procedures and control documents.
- Makes recommendations for process improvement to enhance performance.
- Completes quarterly performance reviews.
- Provides one on one meetings with each staff member on a bi-weekly basis.
- Maintains reports of CSR daily, weekly, monthly, and quarterly KPIs.
- Holds monthly team meeting.
- Attends external meetings as needed.
Qualifications :
- Bachelor’s Degree preferred.
- 2+ years’ experience supervising staff; 1-3 years’ experience in a call center environment; 5+ years’ relevant work experience in the healthcare industry
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Duties & Responsibilities:.Supervises staff that answers calls for a project.Including mentoring and developing staff as well as provides ongoing feedback performance on an individual and on a team level.Reviews and monitors call volumes and statistics.Assists with new staff training and ongoing...
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Supervises staff that answers calls for a project.Including mentoring and developing staff as well as provides ongoing feedback performance on an individual and on a team level.Reviews and monitors call volumes and statistics.Assists with new staff training and ongoing refresher training as needed.U...
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