Assistant Manager

About the role

The Assistant Manager is responsible for management of CSRs in the organization and development of high performing teams Works closely with managers ensuring consistency in contact center set up Facilitates effective interfaces among team members, as well as across teams, providers and departments Responsible for the day-to-day implementation of member management services policies and procedures

What you'll do

• Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance
• Assesses developmental needs and collaborates with the support team to identify and implement action plans that support the development of high performing teams
• Initiate root cause analysis and monitor action plans for identified opportunities
• Provide effective coaching and feedback to Nurse Associates that enable them to improve their performance
• Work closely with the Nurse Associates to identify areas for improvement and gaps in the process to create individualized and feasible action plans

What you need

• Escalation handling
• Root cause analysis
• Communication