Monitor Lead
Job Posting for Monitor Lead at PioneerRx Pharmacy Software
Monitor Lead
Job Summary
Provides daily oversight of call management in the Monitor Department to ensure customer’s experience a smooth transition during their Go-Live week while driving Support KPI measurements.
Provides mentorship to Monitors on complex issues. Independently, makes tactical business decisions regarding support provided, service restoration, and fix actions from root cause analysis. Supervises a team of Monitors on adherence to processes, efficiency and provides coaching when necessary. Approves timesheets and PTO requests. Reports to a Director or Manager.
Key Duties
- Supervises the daily operations of the Monitor team
- Provides oversight of training and process adherence for a team of support technicians
- Assists with identifying, testing, and implementing new tools essential to support
- Creates and reviews knowledge articles and content using established processes
- Works with Support Programming to identify and correct defects
- Develops team members to meet or exceed the key performance indicators
- Train team on tools and methodologies to ensure that service delivery complies with quality standards
- Coaches team to enhance capabilities of soft skills, technical skills, and business domain knowledge
- Evaluate team and individual performances at various intervals (weekly, monthly) and coach for growth
- Execute predetermined coaching, mentoring and performance improvement plans
- Alert Support Managers/Directors of potential need for corrective or disciplinary action plans
- Monitor active cases to ensure efficient and effective handling
- As required, serve as the first point of contact for customer inquiries
- Defuse confrontational calls and provide a positive interaction with customers
- Utilizes knowledge to make tactical decisions to provide a solution to the customer's need
- Collaborates with other departments and/or external resources, as needed to assist in the resolution of issues
- Provides status reports to customers, as required
- Utilizes the established case management processes in the resolution of the customer issue(s)
- Serves as escalation point of contact for team members in resolving complex customer issues to drive resolution
- Approve time clock entries and PTO requests
Education/Training
- Minimum two years PRx Account Manager experience with 4 years preferred
Required Work Experience/Skills
- Strong oral and written communication skills
- Strong interpersonal, active listening, and empathic skills needed to handle difficult employee situations and/or customer situations
- Exceptional time management, decision making, organization, presentation, and problem resolution skills
- Exceptional communication, human relations, and interpersonal skills
Discretionary Judgment
- Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services. Seeks the help of other Account Manager Leads or other departments as needed to help resolve issues.
Physical Demands, Working Conditions, and General Employment Guidelines
- General office environment
- Prolonged use of the computer throughout the workday
- Sitting, standing, talking on the phone, and using a headset for most of the workday.
- Moderate levels of stress may be experienced in the performance of the job.
- Position is performed in a general office environment, home office, or approved remote workspace.
Equipment
- Heavy use of the telephone, computer, printer, and moderate use of other routine office equipment
Safety to Self and Others
- Little responsibility for safety of others. Job is performed in an office setting where there are not hazardous materials or equipment
Working Conditions/Hazards
- Position is performed in an open office environment, home office, or approved remote workspace.
Work Location
- Irving, TX, Shreveport, LA or Remote
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Salary.com Estimation for Monitor Lead in Shreveport, LA
$83,967 to $106,988
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