Job Information
LTCG Supervisor, Assessment Services - A in REMOTE, Minnesota
- Understand and objectively carry out the company mission and values and objectives in the day-to-day operations of the Assessment Services Department. * Supervise the daily performance of the Assessment Services Call Center employees to provide superior customer service and ensure productivity commitments, quality and timeliness standards are maintained. * Identify and manage staffing and training deficiencies by conducting regular analysis of employee progress and department staffing to determine where resources are best allocated to fulfill business needs and productivity levels. * Prepare and maintain weekly/daily work schedule and assignments for all Call Center staff. * Provide ongoing communication, training, mentoring, and career development for staff including, but not limited to, conducting consistent staff meetings, one-on-one meetings, performance level feedback and annual written performance reviews. * Prepare and deliver new employee and on-going training materials. Update and maintain Call Center training materials/manual. * Conduct thorough interviews of potential candidates to ensure quality hiring and employee retention. * Assist Director of Assessment Services create and implement departmental policies/procedures/processes which will ensure a high level of customer satisfaction and mutually benefit external clients and the enterprise. * Responsible for producing and distributing daily, weekly and/or monthly reports required by internal/external customers and management. * Respond in a timely manner to both oral and written escalated customer concerns. * Maintain confidentiality at all times while presenting oneself with a professional demeanor. * Accurately perform work assignments while meeting all deadlines and pressures. * Effectively analyze processes and implement innovative ideas to improve efficiencies and effectiveness of the LTCG enterprise. * Work with HR Department with disciplinary decisions pertaining to staff. * Assist, train and troubleshoot computer, phone and equipment issues with the Assessment Services Department, contracted clinicians and our external customers. * Provide back-up assistance to other Assessment Services Supervisors as necessary. * Responsible for User Acceptance Testing of changes or enhancements to all operation’s phone and computer systems. * Other duties as assigned. * High School diploma or equivalent education. * 3+ years prior office and customer service experience. * 1 to 3 years of progressive leadership and/or management work experience. * Strong analytical skills. * Proficient in Microsoft Office programs in a working environment with intermediate to advanced skills and understanding of these programs. * Excellent organizational, problem-solving, decision-making and math skills. * Detail oriented. * Professional written and verbal communication skills with the ability to easily and effectively communicate with staff. * Positive interpersonal skills. * Experience working with Avaya CMS and scheduling software. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled