Knighthunter.com / London, Ontario - Sykes Assistance Services Corporation - Senior Team Leader, Health and Service Support

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Position Type:	Full-time
Location:	London, Ontario
Date Posted:	Jan 26, 2015
Experience:	1 Year
Education:	College Diploma (2 years)

Job Description

Senior Team Leader, Health and Service Support

Sykes Assistance Services Corporation (SASC) provides the very latest and most advanced customer communication, healthcare and employee wellness programs to over 100 private sector, public sector, and Fortune 500 companies. SASC is Canada's leading provider of contact centre based Telehealth services, covering over 18 million lives with more than 400 professional nurses.

We are seeking a Senior Team Leader in our Health and Service Support department to manage Team Leaders and ensure client and customer satisfaction in Telehealth and Business Support.

Job Requirements:

Attain or exceed customer satisfaction ratings, wherein 95% of clients are very satisfied or extremely satisfied.
Meet monthly contractual service level requirements in the 3 main call categories overall 1) Client, 2) Absenteeism, and 3) Business Support Services; and maintain quality standards as evidenced by benchmarks.
Improve attendance by reducing absenteeism by 10% over the prior year
Reduce Average Handle Time by 5% over prior year.
Reviewing site-specific operational performance data reports and complaint data in efforts to recommend improvements in performance and quality trends/gaps to improve the client and customer experience with the view to increasing service delivery cost efficiencies.
Identifying, implementing and monitoring contractual requirements, key performance results and appropriate program changes to ensure satisfaction of clients.
Engaging with clients through Client Services on a consultative basis as a trusted advisor.
Conducting bi-weekly Team Leader meetings to provide updates on queue initiatives, gather feedback from the Team Leaders, and work on the Team Leaders personal development.
Completing and presenting Bi-Annual Team Leader scorecards.
Supervising Team Leaders to ensure a minimum of 95% of all Agents receive the following: two PEP’s per month, attend Team Leader Meetings on a monthly basis, documented coaching on any QI’s or errors, and two desk side coaching session per agent per month.
Participating on six sigma teams in order to reduce operational re-work and gain operational efficiencies to meet first call resolution and reduce labour costs.
Achieving required monthly results and client contract requirements by monitoring performance metric trends, developing and recommending coaching strategy enhancements and procedures to mangement in order to promote efficiency.
Focuses on developing a culture that embraces patient safety. Works with all supporting departments in refining operational processes that will improve the patient experience and increase the quality of care.

Qualifications

Bachelor’s Degree
1-3 years supervisory experience
1-3 years experience in a contact centre
Intermediate level Microsoft Office experience considered an asset
Bilingual (French and English) language skill considered an asset

To apply, please visit our website:
www.sykesassistance.com

Helping People Make Health Decisions
Moncton | Toronto | London | North Bay | Ottawa
SYKES Assistance Services Corporation is an equal opportunity employer.