Client Service Associate CSA Team Lead RFT 1.0

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Requisition Details:Employment Status: Regular, Full Time (1.0 FTE)Program Name: Visiting NursingNumber of Hours Bi-Weekly: 75Work Schedule: Days, Evenings, WeekendsOn-Call: NoJob Summary:The Client Service Associate u2013 Team Lead (CSA-TL) facilitates the team of CSAsu2019 in a geographic grouping. In addition to performing the functions of a CSA for a specific team, the TL leads the quality monitoring and reporting of metrics for the client care team. The TL works under the supervision of the Manager, Care and Service to ensure the required skills and competencies of the Client Service Associates are developed, monitored and meet the broader team needs.Key Responsibilities:Provides regular ongoing support and advice to the CSAs in the completion of their job functions, identifying and troubleshooting relevant issuesPosts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and ServiceOrganizes the CSA daily workflow and tasks to ensure the CSA daily standard work and standard process are completedReviews team folders, CellTrak portal, and mailboxes to ensure work is being handled on a timely basisReviews audit reports to determine accuracy of information and provide feedback to CSAs as necessaryMonitors and maintains Call Centre Anywhere as directed by the Manager, Care and ServiceProvides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessaryParticipates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructionsEnsures shift hand-offs are complete and comprehensiveParticipates in LEAN problem solving initiatives to support client care and deliveryExternal and Internal Relationships:Mentors and leads CSAs in the completion of their core job functionsEducation, Designations and Experience:High school diploma requiredPost-secondary education an assetOffice Administration certification or experience an assetOne to two years previous customer service experience and experience in a scheduling environmentExperience in a contact center environment is an assetExperience in health care environment preferredExperience in a unionized environment is an assetSkill Requirements:Proficient in Microsoft Office programs, faxing software and database managementAble to plan, organize and coordinate activitiesExcellent communication skills, both oral and writtenCan adjust to rapidly changing priorities in a fast paced, deadline driven environmentStrong problem-solving abilities.Able to work collaboratively leading a teamStrong customer service skillsQuick and accurate keyboarding skills (minimum of 45 words-per-minute)Medical terminology an assetKnowledge of scheduling software, such as Procura, is an assetAble to speak French language an asset in French Designated AreasOther:A current and original copy of a satisfactory Criminal Records CheckA Vulnerable Sector Search and/or a Child Abuse Registry Check may be requiredThe use of Personal Protective Equipment (PPE) may be requiredWork Conditions and Physical Capabilities: fast-paced environment; attention to detail; lift and carry using appropriate lifting techniques; walk, sit, stand, and climb stairs; grip and fine hand movements.**MEMBERS ONLY**SIGN UP NOW***. is committed to meeting the needs of persons with disabilities and to providing accessibility accommodations for candidates who require them. If you are in need of accessibility support, please visit our website atu00A0****further details.

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