In collaboration with Administration, Providers, and Labor identify and implement initiatives to improve patient access and appointing, Coordinate and manage staff: Hires staff for service excellence and technical expertise. This position requires a problem-solver who is quick thinking, detail-oriented, and able to manage conflict in a constructive positive manner, High proficiency with a variety of technologies and web-based applications. Must “walk the talk” and lead by example, Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear and comprehensive manner, Must demonstrate a high level of customer service by responding to internal and external client needs until satisfied. Support the Labor Management partnership. You will be expected to prioritize all your projects using the 80/20 filter, 30/30: Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and client and associate retention, On any project, we aim to reduce waste by 30% and increase productivity by 30%. Coordinate with Call Center Manager and marketing team to prepare schedule for any upcoming marketing initiatives, Deliver Count on Me! Identify and correct areas of substandard work performance through the coaching and progressive discipline process, when necessary, Manage daily activities that impact targeted service levels which include, but are not limited to, monitoring adherence to schedule, average handle times, and other key performance indicators, Act as a Subject Matter Expert (SME) and as a final point of escalation for issues involving payroll, travel & entertainment, and accounts payable to ensure the needs of our clients are satisfactorily met, Assist with training new hires as they transition into their contact center roles, Identify, initiate and lead process improvement initiatives; aid in developing and executing strategies to improve end-to-end processes and client satisfaction ratings, Communicate company strategies, initiatives, system enhancements and other key information to contact center agents, Support the recruiting of new contact center agents and make final hiring decisions, Partner with other stakeholders across the organization to execute new policies and procedures in the contact center, Provide phone and email support during times of peak contact volume, Assist with special projects and other duties as assigned, Two years of supervisory experience supporting a team of 10+ agents in a contact center preferred, Previous experience in a financial shared services environment handling payroll functions preferred, Strong interpersonal skills and enthusiasm for developing others. To put in place, introduce, position rights to use and access, to maintain and put at day, Optimize measuring instruments of performance and to produce them referrers, To level the pieces of software and the products, to apply the patches. Ability to create and deliver presentations and express ideas in clear and concise manner, Highly knowledgeable on Paymode-X operations, SOPs and Vendor onboarding processes, including value for both Payers and Vendors, Considerable knowledge of the company's products, services and business operations to enable resolution of customer inquiries, Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries, Intermediate Other Strong knowledge of call center planning and the ability to create and implement a capacity plan that meets goals, Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software), Intermediate Other In-Depth functional knowledge and broad multi-functional knowledge, Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software, Accountable for operational business decisions and understands when to empower Cast and leaders, Remove barriers and identify opportunities for continuous improvement (service, products, facility, systems, etc), Develop and transfer knowledge and skills to entry level management leaders and multifunctional Frontline Cast, Develop and lead the execution of processes and procedures to exceed Guest expectations and to deliver consistent high quality Guest Service, Ensure target metrics and any legal and regulatory requirements are met in a timely manner, Manage the financial performance of departmental expenses by ensuring on-going metrics such as labor, overtime, cost of sales, and other expense meet Annual Operating Plan (AOP), Contribute to the preparation of the annual operating plan, 5-year plan, and capital planning, Responsible to ensure daily pre-shift meetings are conducted as well as conducts daily briefing meetings to communicate relevant Guest, Cast or business information in a timely manner, Model and ensure effective communication and promote positive relationships within and across lines of business, peers, and vendors to achieve a successful day-to-day operation, Coordinate and execute local projects, monitoring operational impact, readiness and schedules, Anticipate future staffing needs and plan accordingly, Responsible to resolve Guest concerns escalated regarding concerns about experiences at the hotel, theme parks or other areas on Disney property, Demonstrated ability to lead a team of leaders, Able to be self-directed and demonstrate strong leadership and relationship skills consistent, Proven ability to effectively manage and prioritize multiple responsibilities holding self and others accountable, Demonstrate a strong level of professionalism and confidence, Demonstrated strong organizational, time management and follow-through skills, with strong attention to details, Demonstrated strong business planning and analytical skills, Demonstrated ability to strong negotiation, influencing, problem solving, as well as continuous improvement process skills, Demonstrated strong partnering, coaching and mentoring skills, Demonstrated strong written, verbal communication and presentation skills, Proven ability to partner with fellow Cast Members and move the operation forward to the next level of excellence, Demonstrated financial awareness of budget and daily labor costs, Knowledge of industry trends and practical business application, Ability to converse in Mandarin & English, Responsible for internal client communications, conflict resolution, and compliance on client deliverables, Establish processes to review overall work product of the ACA team to ensure quality standards and client expectations are met, Communicate client goals and represent client interests to all internal teams, Respond to questions posed by ACA Account Managers, clients, Region team members and EY leadership, Strategically review requests considering client needs, EY capabilities, and long term goals, Review and evaluate team performance, provide suggestions, and team with internal clients on implementation plans for improvement as needed, Co-develop solutions with internal team members on needed changes for ever developing and changing programs, Associate must complete in-depth analysis to determine and recommend client performance improvement. and to understand and respond positively to their requests, Ability to adapt to changing assignments and multiple priorities, Ability to manage multiple tasks and successfully meet deadlines, Eight years of management experience within a telephone call center operated by a government agency*. Analyzes and forecast information about the budget statistics on a monthly or weekly basis, Maintains current knowledge of industry new development, legislation and product services, Manage the overall performance analysis of existing lists and programs. Stay current with all major developments, regulatory/legislative changes, and innovations in health savings account products, Schedule adequate staff levels for various shifts and campaigns on a weekly/monthly basis in partnership with business partners. Requires assessment and diagnosis of problems, directing and escalating resolution to a variety of departments, vendors, and public utilities, activating backup systems, notifying the rest of the region, moving center staff to the emergency sites and resuming normal operations when systems return to service, Responsible for Clinical Call Center on-call rotation to serve as a resource for Clinical Call Center staff, Provides input into developing annual budget proposals, When needed, works with Union Representatives and Shop Stewards to resolve contract issues; disciplinary action resolution; and resolution of employee grievances, Provides assistance with input and reviews of all staff evaluations done by supervisors, Organizes and conducts supervisory meetings and may participate in staff meetings, Actively participates in the Labor Management Partnership, Minimum two (2) years of supervisory experience required, some portion of which must have involved significant volume phone operations and/or appointment booking; demonstrated leadership ability with proven record of producing results, satisfying customers, meeting performance goals, and incentivizing staff; experience supervising or leading employers required, Minimum one (1) year of experience interpreting or using statistical reports to measure and evaluate individual and group performance required, Minimum one (1) year of Call Center, health care, or customer service experience preferred, Experience with telephony, PCs, queuing theory, forecasting, and scheduling, RN license for appropriate jurisdiction for nurse applicants preferred, Familiar with use and interpretation of quantitative statistical reports and analysis, Understanding of health care organization, provider needs highly, Minimum of 5 years progressive experience in a call center environment, Minimum of 5 years’ experience in the health care industry, Minimum of a high school diploma; BA or BS preferred, Strong knowledge of Microsoft Office, including Word, Excel, PowerPoint and Outlook, Critical thinking skills and the ability to analyze and present data, Ability to lead a team and demonstrate the company culture, Ability to communicate with all levels of employees within the Company, Ability to read and analyze a wide range of reports relating to the performance of the call center, Ability to effectively manage the call center team, but setting and managing goals and targets, Maintain a professional demeanor with team and clients, Continue to grow and expand knowledge base by attending trainings and educational workshops, 3+ years of experience in a call center manager role. Strong Analytical and mathematical skills, Decision making: ability to make sound decisions given the information available, Leadership: ability to lead people to accomplish objectives without creating hostility in the workplace. Troubleshooting any operational problems. Call Center Supervisor Resume. Participated in improving on boarding process and actively participated in the recruiting, selecting and interviewing of front line employees as well as. Convince the hiring manager that you’re the right choice by incorporating these tips into your resume… Creates a Team culture for selling, Ensures bank and departmental quality of service by being proactive in identifying common or recurring problems and offering solutions for improvement, Plans and leads effective meetings and training sessions. Built rapport and trust quickly with clients and colleagues. Managed and directed all aspects of incoming call center operations. ), Drives process improvement and client retention initiatives by utilizing continuous improvement practices, Education equivalent to a Bachelor’s degree or the equivalent in related work experience, Six or more years of progressive management experience in a high-volume Contact Center environment with proven ability to manage and supervisor level in addition to front-lint staff, Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices. Provide professional and organizational development direction to Service. Ensure workload and workforce management objectives are met to meet the demands of the aggressive marketing campaigns. Diagnoses capability needs; recruits and evaluates potential employees; emphasizes retention; champions talent management, Talent Management- Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives, Direct, guide, coach, and mentor a team of 15-20 agents to achieve individual and corporate goals, Monitor phone and email activity using various contact center applications and tools. The best examples from thousands of real-world resumes, Handpicked by resume experts based on rigorous standards, Tailored for various backgrounds and experience levels, Management of inbound telephony debt call centre (120 fte). Associate must regularly evaluate and respond to unique situations, Associate may be responsible for management of others who interact with clients to whom the CRM has been assigned as primary contact, Extensive employee management and call center experience as the primary team supervisor (minimum 3 years), Strong analytical/problem-solving skills and attention to detail, Excellent managerial, organizational, and verbal/written communication skills, Ability to work with professionals at all levels across diverse geographic areas, High level of initiative and the ability to thrive in a team environment, Capacity to work independently and effectively on a variety of tasks at the same time, Proficient in the use of standardized software, specifically MS Office package, Ability to handle stressful situations and deadline pressures well, Commitment to following through effectively on all client requests, Familiarity with tax-related concepts (desired), Minimum of 3 years of extensive client management experience, Familiarity with Unemployment claims is desired, 2+ years of previous Supervisory experience in a Call Center, Customer Service, or Patient Relations area; 1+ year Administrative / Communications experience, Demonstrate competency and relevant experience in call center operations, Knowledge of organizational policies, procedures and systems, Knowledge of operating a variety of office equipment and proficient in various, Microsoft Office/Suite proficient (Word, Excel, PowerPoint, Project, etc. 2+ years direct experience with contact center channels including phones, chat, email and social media. In other words, always apply your effort where it will maximize output. Maintain awareness of the competitive environment, insurance industry, and key industry regulations which may impact program(s) and/or business model, and overall strategic objective, Be able to recommend and manage outsourced partners who would call or take calls on behalf the company, Formulate sales center partnerships, strategies and plans aligning with the department's larger strategic objectives, Oversight of existing partners to service current and active business as appropriate, Work with various internal and external agencies to formulate sound test designs that validate new programs or changes in existing programs, Guide or participate in the generation of outsourced sales center processes supporting leads generated via Internet, mail, telemarketing, print, and television marketing campaigns, Heavy collaboration with internal and external teams to ensure processes, disclaimers, training, call guides, etc maintains Brand and compliance standards, Support product marketers with analyzing and reporting on program performance, including variance analysis and proposed course corrections, to Marketing Product Line Managers and the Senior Marketing Leadership team, Communicate to required constituencies, both within and outside of the department, ensuring key partners are aware and informed of the department's strategic direction, Aide in marketing research projects, such as focus groups and online or phone surveys, designed to positively impact product design, creative development, sales improvements and competitive awareness, This job posting is reflective of the Manager essential functions, qualifications, and physical requirements. Tracking the number of inbound calls. Follow that … Implemented internal call center Help Desk for newer agents. Handles exceptions to routine clinical call center procedures to accommodate member needs; transmits information to staff regarding center changes i.e. Patriot Act, Check 21, Reg. Earned 28 credits; concentration in business studies. Call Centre Managers are responsible for assigning tasks to Call Center Representatives, motivating staff, ensuring quality and implementing various procedures. Assesses variable staffing needs and flexes staff to meet peak demand. Maintain building and equipment. Manage work volume, headcount forecast, and cost-revenue analysis, Anticipates operational issues and develops preventative measures, We require all managers and associates to think 80/20. Has to be forward thinking for future development for the Call Center, Leads the preparation and publication of business cases/project analysis focused on proactive identification of operational efficiencies, resource planning requirements, and innovative technology solutions to include detailed productivity analysis, capacity planning, relevant ratios and measures for all alternatives required to make intelligent business decisions, Coordinates with Supervisors to ensure schedule adherence. Handle regular calls when needed to maintain SLAs, Monitor the manual dial queue, taking the appropriate actions on cases, A minimum of 3 years experience managing a high-volume call center / customer service environment, Background in medical terminology and/or life insurance underwriting highly preferred, Associates or Bachelor’s Degree preferred, Demonstrated passion for continuous improvement and service excellence, Strong leadership/supervisory skills. Interested in … May produce complex documents, perform analysis and maintain databases, Problem Solving:Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues, Independence of Action:Ability to set goals and priorities for functional area. Manage communications within the staff and all other departments. Evaluate individual, team and department performance; uses data to motivate staff to meet, sustain and surpass performance goals, Works with Assistant Call Center Administrators, analysts, and QA department to identify trends, develop QA programs based on areas requiring improvement, Works with Medical Center Administrators, Clinic Coordinators and physicians to investigate and resolve patient concerns. If not, list any management experience at all. Expert Hint: Use a resume … Maintain a high level of knowledge/awareness in current business objectives. Significant improvement in Employee Engagement, Designed and implemented new staff incentive scheme, Introduced NPS (Net Promoter Score) within inbound telephony team to assess customer satisfaction - first person from debt to do this. Contribute to the overall direction and management of the Call Center, Review work process to recommend and implement enhancements. Ensuring resource schedules were managed and call response times acceptable; Liased with senior management to develop the channel's strategic plans to ensure market and revenue growth; Monitored competitor activity ensuring we remained competitive; Developed sales agents and team leaders through coaching and training to achieve targets and excellent levels of customer service; Developed, implemented and monitored incentive schemes and subsequent bonus payments. Active Property & Casualty License), The incumbent has indirect responsibilities for approximately 200 employees, and direct responsibilities for 50+ employees, while managing the daily operation of the Call Center, Ensures the highest caliber of candidates is hired for the Call Center. Objective : 10+ years of Customer Dispute experience for leading companies like Huntington National Bank, Garden City Group, Gap, and Time Warner Cable. Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to reasonable conclusion, Identify and plan staffing consistent with needs of patient population and budgetary requirements, accounting for growth within the Frankel CVC Clinics and Call Center, Bachelor degree in Health Services Administration, Public Health or related area, Two or more years of experience in an ambulatory care setting, including clinics/physician offices, or similar setting, Two or more years of experience in a cardiovascular service line, Experience working with a variety of roles, including faculty, advanced practice nurses, RNs and clerical/administrative personnel, Knowledge of University policies, rules, and regulations, Knowledge of University systems, including MiChart/Cadece (EPIC), Careweb, Microsoft Outlook, Word and Excel, Directs all activities associated with a full agenda of an operating department’s day-to-day production regimen, Manages overall staff administration, including Permanent or Temporary employee staffing models, recruiting, performance management, salary administration, with oversight of exempt and non-exempt staff, Determines and maintains appropriate organizational structure and staffing levels, achieves production goals and financial goals, and coordinates with other operational departments as needed, Provides training, coaching, mentoring to staff as appropriate and provide development opportunities to meet the organization’s future needs, Acts as an escalation point for teams, supporting all customers to ensure a high level of customer satisfaction, Designs, implements, and manages necessary operational workflows; meet internal and external SLA’s (Service Level Agreements), Prepares, produces, and delivers management reports on a daily, weekly, or monthly frequency, Acts in a management capacity and participate as a member of the Operations management team, Supports and administers various departmental and corporate policies consistent with the company’s core values and philosophies, Ability to work proficiently with Microsoft Word, Excel, Power Point & Access, Ability to analyze information and use logic and process to address work-related issues and problems, Ability to provide direction and control to multiple teams; exhibit high initiative to get things accomplished; high organizational ability to juggle multiple priorities; proven leadership experience as a leader in charge, Ability to perform well in team environment, with staff at all levels, to achieve business goals, Ability to handle pressure and meet deadline-oriented project demands as well as manage multiple initiatives, Health care related certifications preferred, technical certifications preferred, 7+ yrs related work experience with 4+ yrs in a supervising role.
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