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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a team of Customer Service Professionals while ensuring timely delivery of service level agreements (SLAs) and improving team productivity through effective process development and conflict resolution.
Highest-signal resume keywords
Team LeadershipProcess ImprovementSLA ManagementData TrackingConflict Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data Metrics TrackingProductivity ImprovementWorkflow Management1st Level Escalation ManagementTrend Identification
Soft Skills
Interpersonal CommunicationProblem Solving
Tools & Technologies
Athena EMR/EHRWebcamHeadset
Industry Keywords
Customer ServiceSLAProductivityAttendance TrackingKnowledge Transition
About the role
Key responsibilities & impact- Lead a team of Customer Service Professionals
- Respond to clients on any process related queries and manage 1st level escalations
- Monitoring and managing workflow or daily targets to assure timely delivery of agreed SLA’s
- Tracking and maintaining metrics for a variety of data includes attendance, productivity, etc.
- Develop processes to improve productivity and quality of the team
- Participate in the new pilots projects & work towards proper transition of knowledge to team
- Work with managers to resolve any personnel problems or conflicts that may arise in the team
- Identify trends within the portfolio to aid collections and improve the productivity
Requirements
What you’ll need- Lead a team of Customer Service Professionals
- Respond to clients on any process related queries and manage 1st level escalations
- Monitoring and managing workflow or daily targets to assure timely delivery of agreed SLA’s
- Tracking and maintaining metrics for a variety of data includes attendance, productivity, etc.
- Develop processes to improve productivity and quality of the team
- Participate in the new pilots projects & work towards proper transition of knowledge to team
- Work with managers to resolve any personnel problems or conflicts that may arise in the team
- Identify trends within the portfolio to aid collections and improve the productivity
- Experience with Athena EMR/EHR is preferred
- Internet speed of 30MBPS or higher
- i5 or higher processor/Mac 2020 or later
- Minimum of 8 GB RAM
- Private and quiet dedicated home office area
- Backups in case of power or Telco interruptions
- Good headset and webcam
Benefits
Comp & perks- Company events
- Health insurance
- Opportunities for promotion