Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees each. Total span of 60-80 FTEs
Ensure calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner. Team may consist of no more than 25 employees
Oversee and manage contact center performance to ensure contractual SLAs are met consistently
Serve as a mentor to current team leaders/supervisors and all CSR employees by consistently displaying the R1 values
Develop and implement recommendations and provide formal feedback on project results and team performance to management.
Supports new client expansion development and implementation.
QUALIFICATIONS:
3 – 5 years’ experience in delivering customer service in a hospit...