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

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

Client Service Associate, Team Lead

Key skills