You will be part of the Contact Center support operations team that will work closely with internal stakeholders to drive quality and execution of targets, including but limited to script adherence and optimization. Through live contact evaluation you will help ensure we are delivering the highest level possible in care and customer experience to our patients. One must be comfortable in providing both real-time and post interaction feedback that will deliver results while using findings to proactivity drive and enact change.

You will be collaborating with Senior Leadership and cross functionally team, hence this position will be onsite in our Northbrook, IL office.

Responsibilities:

• Responsible for monitoring and evaluating multichannel staff members on the quality and process of work performed as measured against standards.
• Assist with the development, analysis and distribution of recaps, findings and summaries.
• Remain proficient and up-to-date on contact center policies and procedures for all operations
• If needed, assist in developing new procedures, and update existing procedures when changes occur.
• Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.
• Conduct live agent monitoring activities, while providing live in the moment coaching for quality assurance purposes.
• Meet all standards established for this position (including but not limited) exceeding Agent quality and KPI metrics.
• Monitor and report on agent activity, schedule adherence, and productivity while reporting daily, weekly and monthly findings.
• Team Player - Ensure Contact Center tasks are up to date while reaching out to task owners for updates as needed.
• Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership.
• Perform other duties as may be assigned by leadership.