Job Summary:

• Utilizes escalated calls as a training opportunity with agents.
• Maintains patient confidentiality 100% of the time.
• Maintains productivity and ensures minimal downtime.
• Ensures adherence to Contact Center policies and procedures.
• Forms strong working relationships within the team and treats each other with respect.
• Participates in interviews to select the most qualified candidates for the position.
• Conducts team meetings for assigned agents.
• Addresses any team member issues, delivers corrective action and monitors behavior.
• Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality.
• Gives reviews twice per month with direct reports and documents discussions and actions taken.
• Supports Director with projects on basis.
• Interacts with other departments to ensure efficient and service-oriented operation.

Skills on Resume: 

• Training and Development (Hard Skills)
• Confidentiality Management (Hard Skills)
• Productivity Management (Hard Skills)
• Policy Adherence (Hard Skills)
• Team Building and Relationship Management (Soft Skills)
• Recruitment and Selection (Hard Skills)
• Performance Management (Hard Skills)
• Coaching and Development (Soft Skills)

Job Summary:

• Work in a team environment while participating as a team member focused on continuous improvement and total customer satisfaction.
• Performing quality reviews of subordinates.
• Assigning and reviewing the work of subordinates.
• Provide subordinates with annual performance appraisals.
• Accurately track and record subordinates' attendance.
• Review and approve time cards, including time off requests.
• Provide and administer coaching, counseling, and progressive discipline as required.
• Maintain subordinate's employee files including training, discipline, quality reviews, and mentoring hours.
• Assist in ensuring proper staffing levels including interviewing, hiring and termination.
• Monitor and control all schedule changes, vacations, and sick time used including attendance and punctuality.
• Assist in establishing procedures, methods, and workflows as well as maintaining the Corporate Quality system.
• Prepare reports and/or customer history reviews.

Skills on Resume: 

• Leadership and Team Collaboration (Soft Skills)
• Performance Management (Hard Skills)
• Supervision and Delegation (Hard Skills)
• Employee Development (Soft Skills)
• Attendance Management (Hard Skills)
• Administrative Skills (Hard Skills)
• Process Improvement (Hard Skills)
• Reporting and Documentation (Hard Skills)

Job Summary:

• Assist in ensuring training requirements are met.
• Make decisions and recommendations concerning all aspects of the assigned function whether of a routine or a non-routine nature
• Plans, coordinates, and directs the activities of subordinates
• Make recommendations concerning improvements in procedures, policies, and systems
• Oversee TSC personnel who are engaged in technical, dispatch, and/or routine tasks
• Ensure the department meets and/or maintains all service-level commitments.
• Rotate in an after-hours pager rotation to handle customer or employee escalations.
• Respond to customer complaints or inquiries
• Providing guidance and assistance to customers and customer support personnel.
• Assist/support employee’s through employee assistance programs.
• Ensuring housekeeping standards
• Assume manager responsibilities and conduct special projects.
• Ensures that the training activities incorporate all applicable KP policies, local, state and federal laws and regulations, and accreditation standards.

Skills on Resume: 

• Training Coordination (Hard Skills)
• Decision-Making (Hard Skills)
• Leadership and Coordination (Hard Skills)
• Process Improvement (Hard Skills)
• Supervisory Oversight (Hard Skills)
• Customer Service Management (Hard Skills)
• After-Hours Support (Hard Skills)
• Regulatory Compliance (Hard Skills)

Job Summary:

• Lead the support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues
• Gather and analyze metrics to benchmark the support center’s workload/performance and identify trends in call center issues
• Work closely with the manager of Support Services to provide feedback on staff performance, issue trends, major incidents and improvement ideas
• Promote excellent and consistent client service, effective response times and provide expert insights into general support issues.
• Enforce quality of service guidelines for dealing with customers, completing services and overall customer satisfaction
• Provide monthly KPI’s to IT management which will be used for risk assessment
• Develop and maintain operational IT Support Center procedures/policies and mentor support center staff for adherence
• Monitor the service management system for any outstanding urgent issues, major incidents and SLA breaches and address them appropriately
• Prepare monthly call and incident/service request observations (IT Support Technician Score Cards)
• Manage at least monthly One-on-one meetings with team as well as prepare annual staff reviews

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Performance Metrics Analysis (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Quality Assurance (Hard Skills)
• KPI Management and Reporting (Hard Skills)
• Policy and Procedure Development (Hard Skills)
• Incident and SLA Management (Hard Skills)

Job Summary:

• Coordinates and oversees the day-to-day work activities of the Operations Analysts and Operators, including assignment of deliverables, performance reviews, personnel issues, and career development.
• Mentors and oversees shift supervisors
• Managing vacation schedules, coordinating tasks across shifts and communicating issues, policy/process changes, and department information.
• Coordinates operations scheduling, time off requests, and coverage changes and maintains adequate coverage 24/7.
• Provides input to the Data Center manager towards staff reviews, hiring decision, and position terminations.
• Departmental Standard Operating Procedures creation and updates - Document standardization.
• Manage small to midsized projects for operations, print management, and data center services.
• Investigate and participate in union grievances.
• Participates in developing and executing a plan of action in the event the Operations staff goes on strike.
• Manages and coordinates project tasks and deliverables across Operations

Skills on Resume: 

• Leadership and Supervision (Hard Skills)
• Team Mentoring and Development (Soft Skills)
• Scheduling and Coordination (Hard Skills)
• Operations Management (Hard Skills)
• Human Resources Support (Hard Skills)
• Standard Operating Procedures (SOP) Management (Hard Skills)
• Project Management (Hard Skills)
• Labor Relations and Conflict Resolution (Soft Skills)

Job Summary:

• Partnering with Shift Supervisors to ensure deliverables are completed across the team.
• Ensures that production schedules and processes are followed and adequate communications occur across shifts.
• Investigate schedule and batch incidents occurring across shifts, coordinate communications to IS&T management and staff.
• Troubleshoots operations and printing equipment
• Assuring vendors manage and maintain equipment and service level expectations.
• Ensures that the appropriate information, software and tools are available, patched and maintained for operations and print management.
• Provide proactive capacity planning, performance monitoring, configuration tuning and technology refresh recommendations to IS&T Leadership.
• Participates in disaster recovery planning and testing for Data Center Services and Operations.
• Ensures that operations and job processing controls are followed
• Partnering with IS&T Risk and Compliance to provide compliance evidence, streamline processes, and assess control effectiveness.

Skills on Resume: 

• Leadership and Supervision (Soft Skills)
• Communication Skills (Soft Skills)
• Troubleshooting (Hard Skills)
• Vendor Management (Soft Skills)
• IT Operations Management (Hard Skills)
• Capacity Planning and Performance Monitoring (Hard Skills)
• Disaster Recovery Planning (Hard Skills)
• Compliance and Control Assessment (Soft Skills)

Job Summary:

• Monitor and evaluate agent performance, daily/weekly/monthly including calls and after-call/work monitoring, utilizing call recording and quality assurance applications, review productivity and attendance reports and coach agents to improve performance
• Promote teamwork and agent development through consistent interaction, effective coaching and creating an engaging team environment
• Meet monthly key call center performance goals including, quality, productivity, aht, vph, scheduled rates, decline rates, contact rates, and other key performance indicators
• Responsible for scheduling staff based on project volume and managing Outreach & Scheduling team coverage for PTO/Sick etc.
• Conduct agent Sales coaching sessions weekly/monthly with documentation as well as conduct formal agent performance reviews, including annual goal-setting/performance development plan, mid-year reviews and final year end performance review
• Report, analyze and resolve system, customer and operational issues that impact service quality
• Strive to provide all clients/members with outstanding customer experience.
• Assist Call Center Agents with career development
• Ensure that agent/provider/member/client questions and problems are resolved properly and quickly. 
• Address challenging customers/NPs/agents and challenging problems with outstanding customer service and attention to detail
• Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA, and all other relevant business units of the company to facilitate problem-solving.
• Use personal judgment and initiative to develop effective and constructive solutions to challenges and obstacles in activities and procedures
• Provide after-hours/on-call support during weekends/holidays as related to member rescheduling process

Skills on Resume: 

• Monitoring and Evaluating Agent Performance (Hard Skills)
• Coaching and Development (Soft Skills)
• Performance Goal Achievement (Hard Skills)
• Staff Scheduling and Management (Hard Skills)
• Sales Coaching and Performance Reviews (Hard Skills)
• Issue Resolution and Analysis (Hard Skills)
• Customer Experience Focus (Soft Skills)
• Communication and Problem-Solving (Soft Skills)

Job Summary:

• Act as Lead Operator during business hours
• Manage rotation shift schedule to ensure consistent coverage and workload balance
• Maintain alarm response consistency across the team
• Monitor ROC and Connectivity supported calls to ensure processes and procedures are adhered to, and quality standards are followed
• Maintain ROC policies and operating structure, with periodic reviews to ensure continuous improvement
• Develop the ROC team through day-to-day training, mentoring and coaching
• Develop, implement and monitor processes and procedures
• Provide technical support that enhances customer satisfaction, and equipment productivity, quality, and reliability
• Establish and maintain process documentation and trend analysis for business analytics
• Maintain compliance with all company policies and procedures.

Skills on Resume: 

• Leadership (Hard Skills)
• Shift Management (Hard Skills)
• Alarm Response Coordination (Hard Skills)
• Quality Monitoring (Hard Skills)
• Policy Development and Review (Hard Skills)
• Team Development (Soft Skills)
• Process Improvement (Hard Skills)
• Technical Support and Documentation (Hard Skills

Job Summary:

• Oversee daily ROC operations, including inbound and outbound calls, and operations related to service volume and timeliness
• Identify, resolve and escalate issues as necessary as pertain to operational procedures and system functionality
• Support ROC in achieving set goals and targets 
• Collaborate with the wider team on developing and implementing new technology and improvements
• Address questions and challenges that are brought up from the business/customers
• Requires investigations into the notifications /data / Process
• Act as ‘On call’ support outside business hours during critical incidents
• Travel as required to customer sites to support field operations and maintenance as required
• Perform inspections of ESS equipment and manage maintenance per agreed procedures
• Continuous learning of critical skills to support onsite operations through support of onsite field inspections and preventative maintenance activities

Skills on Resume: 

• Operations Management (Hard Skills)
• Problem Solving (Hard Skills)
• Goal Achievement (Hard Skills)
• Technology Integration (Hard Skills)
• Customer Service (Soft Skills)
• Data Analysis and Investigation (Hard Skills)
• Emergency Support (Hard Skills)
• Field Operations Support (Hard Skills)

Job Summary:

• Implements inbound call center operational strategy by addressing needs assessment, performance reviews, and capacity planning while managing operational cost.
• Improves department performance by monitoring and analyzing performance metrics.
• Uses analysis to prepare and complete coaching and action plans for call center representatives.
• Meets department performance standards - quality control standards, call metric standards, and member solutions goals.
• Manages and monitors department expense forecasting.
• Assists with hiring, training, coaching, and performance management of new employees.
• Maintains in-depth knowledge of products and services.
• Acts autonomously on most decisions, receiving guidance on more complex judgments.
• Consistently demonstrates the Westerra Way Experience and complies with all policies and regulations.
• Answer incoming calls and complete confirmation/reminder calls

Skills on Resume: 

• Operational Strategy Implementation (Hard Skills)
• Performance Management (Hard Skills)
• Coaching and Development (Hard Skills)
• Quality Control and Metrics (Hard Skills)
• Financial Management (Hard Skills)
• People Management (Hard Skills)
• Product and Service Knowledge (Hard Skills)
• Decision Making and Autonomy (Hard Skills)