Kanak Elite Services

Compensation

Full Description

12 months contract Location: Detroit, Michigan (Onsite 1x per day) Job Description - Engagement Description Resource responsible for oversight of an outbound call campaign and coordination between Service Operations teams, Senior Health Services team and vendor teams. Duties include: • Provisioning access to support the outbound call program • Serving as a liaison between SHS, vendor and SO teams • Lead meetings, such as, call calibrations, weekly touchpoints, performance meetings, • Provide weekly performance reporting • Ensure roster and schedules are aligned with expectations • Coordinate training • Call listening for accuracy and soft skills, making recommendations based on observations • Work with business partner manager on coaching opportunities and alignment • Monitor performance and request corrective action as appropriate Top 3 Required Skills/Experience • Project Management • Call center experience • Leadership and analytical experience with data / operations Required Skills/Experience The Rest Of The Required Skills/experience. Include • Excellent analytical, organizational, problem solving, verbal and written communication skills. • Knowledge of project management tools and methodologies. • Ability to work independently, within a team environment and with multiple priorities. • Proficient in current industry standard PC applications and systems (e.g., Access, Excel and Word). • Ability to work closely with the technical support team in understanding and resolving systems issues. • Ability to develop, implement, and monitor policies, procedures, and customer service alerts. • Support vendor in achieving performance management, KPIs and SLAs. • Onboard and train vendor leaders or vendor trainer, as needed. Preferred Skills/Experience Optional But Preferred Skills/experience. Include • Health care experience • Three or more years experience in related field Education/Certifications Include • Bachelors Degree in related field required.