Job Description
RESPONSIBILITIES:
- 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...