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- Assist in managing, training, coaching and mentoring a large team of call center agents supporting the organization with various needs such as scheduling, referral service and other resources
- Monitor service levels including real-time adherence and handle time to maximize productivity
- Provide quality customer service by following customer service practices and responding to inquiries for diverse general public.
- Organize and implement projects based on departmental/organizational need: e.g. designed procedure for organ donor intake following widespread WCCO news broadcast about transplant patient
- Provide onboarding support by setting up new employee programs, email accounts, telephone and train employees with functionality