The CA Front Line Lead has an important role in the process of developing agents in the training and coaching levels and should help the CA Supervisor in identifying talents within the floor to diversify tasks and improve performance.
This individual must demonstrate ability to provide leadership to a group of agents and should demonstrate skill and desire to be a leader to all Customer Advocacy employees.
Supervise departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, average handle time and quality.
Due to the sensitivity of this position and for quality purposes, telephone conversations (inbound and outbound) can and will be monitored periodically, by management and the Quality Assurance agents, without notice.
Other forms of communication used to provide support or perform the assigned duties can also be monitored periodically, for quality purposes.
Handles escalations and or respond to requests, questions and issues received from customers via phone and / or email;
regarding topics like : submission process, scanning assistance, MAT account management, Order status (cases, fulfillment items, Scanners), remill, redirects, general inquiries on our products, and others.
Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements, also work closely with the rest of Customer Advocacy Leads, Sales force, and other departments, within or associated to the company, providing ideas for improvement in the Customer Advocacy department and Customers.
Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
Update and complete tasks that have been assigned by the supervisors or managers, aside from those received via phone or email;
such as complaint follow ups, reassigned calls, etc.
Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
Possess comprehensive knowledge of company procedures and product information / materials.
Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), following defined parameters.
Generate the appropriate task, assignment; follow up, note or resolution for each contact.
Update and inform about incorrect or outdated customer’s and patient’s information, found on any of the customer databases.
Competent in the use of the customer support phone and data systems and the corporate web site
Participate in special projects and / or training when requested.
Make proper use of company resources.
Ensures the effective fulfillment of objectives and deadlines assigned to the group.
Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and / or Human Resources.
Participate in proactive team efforts to achieve departmental and company goals.
Perform other duties as assigned.
High school diploma is required. BA / BS degree or its equivalence in experience is a plus.
Minimum of two years of related experience and / or training; or equivalent combination of education and experience in contact centers is required.
Basic Knowledge of applicable Quality System regulations, such as GMP / QSR and ISO 13485, is desired.
Must be highly fluent in English, excellent verbal and written English communication skills. Overall excellent communication skills are required.
Fluent English required (reading, writing, and conversation).
Fluency in other languages as required by the business might be required.
SKILLS / COMPETENCIES
Must have good interpersonal skills and the ability to work cross-functionally.
Ability to focus attention to detail.
Ability to consistently follow through with projects to completion.
Ability to perform in a fast-paced, highly customized manufacturing environment.
Strong interpersonal, problem solving, organizational and prioritization skills are essential. Must be self-motivated and initiating.
Strong leadership and management skills, excellent people skills.
Advanced typing skills.
Must be proficient with computers and standard software programs (Excel, Word, e-mail, etc.).
Must be willing to work overtime, holidays, and weekends as required.
Must have leadership skills.
SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK
Contact center certifications are a plus.
In charge of the following positions :
CA Front Line Agents, SCCS
CA Issue Ownership, SCCS
Performance Management : KPI, coaching, rewarding, others.
Direct the team in terms of discipline and order, complying with the company’s policies and procedures. Real Time monitoring of the team in charge.
Train and communicate any changes, new procedures, methods and / or decisions made by management and staff to all the team members.
WORK ENVIRONMENT DEMANDS
No special requirements. While performing the duties of this job, the employee is regularly required to sit and talk or hear.
Extensive use of computer keyboard and mouse will be required. The employee is occasionally required to stand, walk, and reach with hands and arms.
The noise level in the work environment is usually moderate.