Allegheny Health Network
Job Description :
The Supervisor Care Connect Elite team is responsible for the day-to-day management of their team. The employee has to understand scheduling for all service lines and be able to provide efficient and accurate support to the members of the team. He/she will be responsible for closely monitoring of QA and attendance for their team and doing what is necessary to ensure the team is performing at the levels specified for this group of elite agents. He/she can/will work any shift on an as needed basis. He/she will respond to complex caller inquiries, complaints and support management as needed.
- Monitors QA results to evaluate and educate to ensure improved agent performance in accordance to Elite pod standards and adherence to protocol.
- Uses prior experience and expertise to identify trends within call logs to proactively correct issues before they escalate.
- Monitors agents’ attendance and call adherence and responds quickly to findings.
- Manages staff by generating and interpreting quality assurance and productivity reports.
- Works collaboratively with management/training group to formulate solutions to enhance agent performance.
- Ensures Elite Representatives are following customer service best practice and proper use of soft skills.
- Performs other duties as assigned or required.
- Bachelor’s degree
- Must pass competency test for position
- Seven years or more years of progressive call center management experience OR three years experience in medical call center
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