Professional Experience, Skills,
and Qualifications:

Responsibilities:

2 -5 years previous Supervisory/Management experience

Previous experience in the development and facilitation of Training Programs

Previous experience with Quality Programs - specifically in the area of Call Monitoring

Strong interpersonal skills

Demonstrated leadership ability

Demonstrated ability to work in a Team environment

Computer skills - strong Excel

Excellent written and oral communication skills

Strong listening skills

Well organized

Process oriented

Detail oriented

Catalyst for Change & Adaptive to Change

Problem Solving Skills

Willing to take initiative

Ability to work independently

Maintain a thorough knowledge of contract programs, policies and procedures

Maintain and manage productivity to ensure work product is completed within required timelines with efficiency and accuracy

Report, review and identify opportunities for improvement

Monitor representatives work, both written and call, and provide feedback and performance reviews as required.

Identify operational, performance, and training issues/concerns

Create action plans and report plans and results

Administer performance reviews and corrective action as needed

Participate in the development and facilitation of training programs

Participate in the development, writing, and revising of processes and procedures

Participate in the development, drafting and revising of reporting systems

Perform other duties as assigned.