Local Call Performance Manager
DEPARTMENT: Regional LCPM SCHEDULE: On-call Temporary, May be scheduled for day or evening shifts based on operational need.
May be scheduled to work some holidays.
EDUCATION: High school diploma required CERTIFICATION/LICENSE: N/A POSITION SUMMARY: Primary accountability relating to the technical movement of Teleservice Rep (TSR) and Registered Nurses (RN) within and between the three Call Centers in real time.
Position may be located in Vallejo, Sacramento or San Jose.
QUALIFICATIONS: Minimum of 2 years experience in a call center environment.
Thorough knowledge and demonstrated competency working in a Windows environment.
Experience with Excel, Word required.
Demonstrated skills in time management of self and others.
Ability to analyze data and performance.
Ability to facilitate the execution of rapid and timely movement of personnel between queues.
Excellent written and verbal communication skills.
Must possess solid decision making skills.
Ability to perform multiple tasks and work in a fast paced environment.
Reports to the Regional Call Performance Manager.
Must be flexible and highly adaptable to change.
Excellent attendance required.
PREFERRED QUALIFICATIONS: Associate or Bachelor's degree in healthcare or related field preferred.
Experience with Staffing programs (TCS, or eWFM), Real Time Adherence (RTA), Custom Director, Stargate, Lotus Notes, and other related applications.
Strong familiarity with Appointment and Advice Call Center call handling processes.
Experience working in a labor-management partnership environment.
SKILLS TESTING: Typing 40 WPM, Word, Excel SUMMARY OF DUTIES: On Call position that requires intermittent work based on operational need.
As such, the position does not qualify for any benefits including, but not limited to qualification for the redeployment program and participation in the variable pay program.
DUTIES: Achieves optimal utilization and balance of resources across all three Call Centers at any given moment via the movement of agents into and out of the interqueue as directed by the Regional Call Performance Manager.
Manages the queue under minimal supervision.
Prepares and maintains real time, ad hoc, and daily reports.
Review intraday reports as necessary, and projects adjustments for unanticipated volume shifts, staffing adherence, etc. Analyzes work related problems and develops realistic options/solutions for action.
Accountable for the timely movement of agents into and out of the interqueue.
Monitors and analyzes reports pertaining to schedule adherence and call performance.
Identifies opportunities for same day staff adjustments and the need to solicit extra hours.
Become an expert user of applicable technologies.
Develop and maintain direct lines of communication, foster teamwork and cooperation with local staff and other Call Performance Managers at different locations.
Assesses staffing needs as they relate to queue performance.
May participate in the cancellation of ancillary AACC related activities (eg meetings, strep screening follow-up, etc).
Typing, Word, and Excel testing required.
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