Client Service Associate (CSA) Team Lead (RFT 1.0) - Jobs in Sydney

Job Description

Requisition Details:Employment Status: Regular, Full Time (1.0 FTE)Program Name: Client ServicesNumber of Hours Bi-Weekly: 75Work Schedule: Days, with an eveningamp; weekend rotationUnion/Bargaining Unit: NSGEUOn Call: NoJob Summary:The Client Service Associate – Team Lead (CSA-TL) facilitates the team of CSAs #39; 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) with be requiredWork Conditions and Physical Capabilities: Attention to detail; Lift and carry using appropriate lifting techniques; Bend, push, pull, grip, reach, kneel, crouch using good body mechanics; Walk, sit, stand, climb stairs; Hand movementsVON Canada 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 at http://www.von.ca/en/accessibility for further details.Attention Current Employees (Internal Applicants): If you are applying to a unionized position and you are a member of its bargaining unit, please be aware that this posting may remain open beyond the deadline if there are not enough applicants to fill the position(s). If the posting remains open after the initial deadline, VON may close the posting at its #39; discretion or a rolling deadline equivalent to the posting period specified in your Collective Agreement will be deemed, and each successive period will be treated as a separate posting for purposes of comparing seniority between candidates.