Client Support Lead providing operational support and mentoring for teams at Zinnia. Liaising with multiple departments to resolve client and production issues.
About the role
- Leads a team of Client Service Associates in a hybrid role for VON Canada. Responsible for quality monitoring, support, and training within client care delivery.
Responsibilities
- Facilitates the team of CSAs in a geographic grouping
- Leads the quality monitoring and reporting of metrics for the client care team
- Provides regular ongoing support and advice to the CSAs
- Posts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and Service
- Organizes the CSA daily workflow and tasks
- Reviews team folders, CellTrak portal, and mailboxes
- Reviews audit reports to determine accuracy of information
- Monitors and maintains Call Centre Anywhere
- Provides training and orientation for new CSAs
- Initiates additional training and process review with CSAs as necessary
- Participates in meetings with Manager, Care and Service
- Ensures shift hand-offs are complete
- Participates in LEAN problem solving initiatives
Requirements
- High school diploma required
- Post-secondary education an asset
- Office Administration certification or experience an asset
- One to two years previous customer service experience and experience in a scheduling environment
- Experience in a contact center environment is an asset
- Experience in health care environment preferred
- Experience in a unionized environment is an asset
- Proficient in Microsoft Office programs, faxing software and database management
- Able to plan, organize and coordinate activities
- Excellent communication skills, both oral and written
- Can adjust to rapidly changing priorities in a fast paced, deadline driven environment
- Strong problem-solving abilities
- Able to work collaboratively leading a team
- Strong customer service skills
- Quick and accurate keyboarding skills (minimum of 45 words-per-minute)
- Medical terminology an asset
- Knowledge of scheduling software, such as Procura, is an asset
- Able to speak French language an asset
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