IntellaTriage

Call Center Representative

• Managing day to day operational performance of the business.
• Effectively manage agent performance and customer service.
• Provide motivation and timely communication to a team of 50+ nurses that are on shift.
• Actively monitor all Triage and Nurse Advice Line teams to ensure they are meeting operational metrics.
• Assign and manage phone queues to appropriate agents at the beginning of each shift.
• Manage and post the assignment sheet for weekday shifts. Ensure updates are made appropriately and logged correctly as changes occur.
• Manage staffing during the shift to include reassigning queues to manage call flow, finding replacements for call offs, and managing breaks.
• Operate as the first point of contact for any issues during your assigned shift and escalate as appropriate to the Administrator on Call and IT Support.
• Assist with and monitor phone training and staff back-up shifts ensuring completion of evaluation forms.
• Properly maintain the incident log with staff issues, client complaints, and IT issues.
• Manage all shift communication to ensure the clinical operations team is aware of changes and monitor the team chats to make sure questions are being resolved timely.
• Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc.
• Work closely with the clinical operations team to analyze and help improve their delivery processes by communicating business impacting trends.
• Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand.
• Participate in triaging ACD related outages by providing contact center information for any events and following up with impact analysis.

Call Center Shift Supervisor