Assists the designated Contact Center Shared Services Manager in the development, implementation, coordination, and supervision required to maintain an efficient operation. Ensures all policies and procedures are designed to support consumers and meet regulatory requirements, as applicable. Works under general supervision.
Responsibilities
Works with Workforce Management to support all schedule-related modifications, including PTO, potential overtime and holiday assignments. Coordinates work activities of assigned agents ito ensure operational requirements are met and a high level of consumer service is provided. Plans, supervises, and evaluates workflows.Assists Quality, Learning & Development team in the planning, coordination and implementation of training programs for Contact Center Shared Services (CCSS) staff. Researches, collects and analyzes data; prepares project related reports, summaries, presentations and documentation, as needed. Prepares a variety of ad hoc reports on departmental activities and ensures appropriate distribution. Monitors incoming interval call volume throughout the day, and supports the Workforce Group to make adjustments to staffing as needed, including re-assignment of staff, cross-skilling, and assisting answering consumer calls when deemed necessary by the leadership team.Participates in establishing productivity standards for agents and quality assurance programs for business operations. Monitoris agents productivity and develops action plans to address development opportunities as appropriate. Identifies and recommends opportunities for operational improvements.Responds to internal and external inquiries and complaints; engages the necessary resources to ensure timely resolution. Enures efficient follow-up and keeps management informed of status. Interprets and implements VNSNY policies and procedures.Identifies, analyzes and resolves technical problems arising through the use of a variety of management tools.Collaborates with the Manager in budget planning for business operations, as required.Collaborates with the Manager in coordinating communications and workflow procedures.Assumes responsibility for business operations in the absence of the designated Manager and works with the necessary internal contact center groups to ensure all aspects of the operation are handled.Attends meetings, participates in committees as assigned, and provides input/feedback as requested. Advises management of new initiative status as needed.Performs all duties inherent of a supervisory role. Ensures effective staff training, interviews candidates for employment, evaluates staff performance and recommends hiring, promotions, salary actions, and terminations, as appropriate.Performs special projects and other duties, as assigned.
Qualifications
Education: High school diploma or equivalent work experience required. Bachelor’s degree in Business Administration, Health Care Administration or other related discipline preferred.
Experience: Minimum three years of experience in business operations required. Prior supervisory experience or experience in a lead role preferred. Excellent oral and written communication and interpersonal skills required. Strong personal computer skills (Microsoft Windows, Word, Excel, Outlook, etc.) required. Ability to multi-task in a fast-paced environment required.