Assists in the management of the daily operations of the Public Response team in support of the Supervisor. This is a "working lead" position with duties to include core job accountabilities and key skills. Other essential responsibilities across the team include: leading and contributing to cross-functional continuous improvement projects and pilots, quality monitoring of team core tasks, onboarding, training, and mentoring team members, tracking and analyzing data, developing tools and resources, and ensuring achievement of department goals. Provides daily leadership to team members in coordination with the Supervisor and Manager.
Adult learning practices (ability to guide, train, and provide constructive feedback in a professional manner).
Quality assurance principles and standards.
Strategies to integrate responsibilities and workflows of various departments in the delivery of multi-channel customer service in support of team, department, and organizational goals.
Leadership practices to support both people and process.
Customer relationship management skills and communication best practices.
Computer applications and data management/analysis.
Leverage interpersonal and leadership skills to engage and inspire, promote positive team culture, motivate in meaningful ways, and influence effectively.
Convey complex or sensitive information to external and internal customers.
Take initiative with strong and consistent follow-through to drive for results.
Problem solve, think critically, show good judgment, and manage conflict.
Work effectively in a fast-paced environment, applying strong organization skills with attention to detail.
Work independently and in a team environment.
Flex work hours (including evenings and/or weekends) and responsibilities to accommodate staffing needs and gaps in coverage.
Education and/or Experience:
Associate's degree in healthcare, human services, communications or a related field. However, upon evaluation, a combination of equivalent experience and/or education directly related to the degree may be substituted for the degree requirement.
Three years of professional customer relationship or service experience, with demonstrated ability to communicate effectively. Two years of experience at Be The Match may be substituted for the three years.
Basic word processing and data entry experience. Customer service and data entry experience may be concurrent.
(Additional qualifications that may make a person even more effective in the role, but are not required for consideration)
Bachelor's degree in health care, human services, communications, or a related field.
Previous contact center experience.
Knowledge of medical terminology.
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