Internal Operations Coordinator

TridentCare

10d

About The Position

The responsibilities, tasks, and duties of the jobholder might differ from those outlined in this job description and other duties may be assigned as part of the job. Leads by example. Has a high sense of integrity. Acts in a consistent manner and is always conscious of his/her impact on others. Document any escalation and report any unresolved problems to the Call Center Supervisor and, or Field Supervisor Notifying area managers of any issues that have surfaced due to tech error/dispatcher error or complaint from a facility. Taking client calls and handling account issues when applicable. Continuously observes queue activity to ensure all available agents are signed in and ready to take a call. Assists in conducting monitoring, coaching and development sessions providing both positive and constructive feedback. Monitors agents and provide training when appropriate. Monitors the CarrolltonSupervisorDesk email account. Sends updated Attendance notifications to the leadership team. Monitors the On-Call Supervisor phone as needed. Maintains discipline and order in the work environment. Solicits other departments for assistance with incoming calls when volume or hold times are high.

Responsibilities

Lead by example and maintain a high sense of integrity.
Document escalations and report unresolved problems to supervisors.
Notify area managers of issues related to tech/dispatcher errors or facility complaints.
Handle client calls and account issues.
Monitor queue activity to ensure agent availability.
Assist in monitoring, coaching, and development sessions.
Monitor agents and provide training.
Monitor the CarrolltonSupervisorDesk email account.
Send updated attendance notifications to the leadership team.
Monitor the On-Call Supervisor phone as needed.
Maintain discipline and order in the work environment.
Solicit assistance from other departments during high call volume.