Manage and assume accountability for agent attendance, turn-over, motivation, training, hiring and overall job performance.
October 08, 2022
Develop common solutions within contact center platforms to enable business units to implement solutions quickly for new and existing clients.
December 09, 2022
Support Program and Telecare with direction on escalated patient care and customer service concerns.
December 17, 2022
Works with the Director of Emergency Services to evaluate program outcomes and to ensure culturally appropriate continuum of services for clients.
February 03, 2023
Assisting with the delivery of standardized contact center best practices within contact center platforms.
February 17, 2023
Leads and trains offshore team members on creation and modification of skills, agent scripts and workforce management reporting capabilities.
February 20, 2023
Facilitate daily pre-shift meetings with Telecare Team Leaders.
March 30, 2023
Provide Team Member with comprehensive qualitative monthly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news.
April 09, 2023
Document and Deliver 10/10 bi-monthly feedback sessions, highlighting improvements and areas of opportunity with each team member.
April 13, 2023
Monitors quality initiatives, including staff recruiting and training, monitoring/reporting of significant clinical events, monitoring/recording patient/family satisfaction, and monitoring/recording satisfaction of referral sources.
May 04, 2023
