Job Knowledge, Metrics and Business Results:
Understands the job requirements and customer’s needs. Demonstrates knowledge and skill by successfully completing
assignments in a timely manner. Able to diagnose problems, apply effective solutions and determine follow up actions
with minimum direction.
• SLA’s
• Team and individual resolution rates
• Adherence to work schedule
• Utilization of tools
• Scorecard Results
• Team Customer Satisfaction
• Individual Quality Monitoring
• Team SLA (internal and external)
• TMS Compliance
• Proficiency Measurement
• Teamwork:
• Functions as an active member of the team and shares knowledge and experience to resolve customer issues.
• Active participation as a team member
• Communicates with and helps others resolve issues
• Shares knowledge/expertise with the team
• Assumes additional responsibilities to help the overall success of the team
• Viewed by co-workers as an accessible and dependable resource
• Ideas and actions of the individual raise group performance and /or capability
• Takes ownership and displays a positive attitude
• Takes direction and completes assignments
Job Performance:
Handles all calls in a timely manner. Solves customer problems and assists others as required. Successfully completes
required training and demonstrates an understanding of that training.
• Problem solving skills and resourcefulness
• Professional development (including quarterlies, self-evaluation, development plans, etc)
• Timely and successful completion of assigned projects
• Participates in cross functional activity (as needed)
• Fulfills all designated training requirements
• Monthly training compliance
Successful candidates will have:
• Associates degree preferred
• 3 years customer service experience in a call center environment
• Healthcare industry experience and/or medical terminology a plus
• Ability to Multitask
• PC skills
• SAP experience preferred