Job Summary:
Assumes responsibility for the daily performance of a team of the Care Connection Center ensuring productivity standards are being met on the service levels as well as all other associated metrics, data, and reporting.
Job Requirements:
Education and Work Experience:
- Bachelor's Degree or equivalent combination of education/related experience: Required
- Master's Degree: Preferred
- Five years' technical experience: Preferred
Essential Functions:
- Manages the daily performance of a team of Care Connection Center associates ensuring productivity standards are being met including: Key Performance Indicators, shrinkage, occupancy, attrition reduction and retention efforts, schedule adherence, and all other data/metrics.
- Monitors, coaches and provides specific feedback to associates to meet performance requirements including quality, productivity, attendance and related disciplinary issues for their teams.
- Resolves escalated customer concerns, consults with clients, and determines appropriate action, balancing superior service with fiscal responsibility.
- Conducts daily huddles and weekly team meetings to maintain timely communication on key operational issues while motivating and rewarding the proper behavior.
- Works with Human Performance to maintain consistent policies and procedures within the Care Connection Center including attendance, behavior, and performance discipline.
- Performs other job-related duties as assigned.
