Operations Representative at LifeBank

Responsibilities

• Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e. assist as part of a team in the overall management of call flow.)
• Supervise and coordinate day-to-day workflow in Operations.
• Monitors Operational activity to ensure that customer service and operations standards are met and maintained.
• Expert level knowledge of department processes and product to serve as the first line of support in resolving internal and external customer issues.
• Responsible for the development and motivation of staff, and ensuring that they have the necessary resources to do their job.
• Identifying and implementing work efficiencies through process improvement techniques.
• Serve as the liaison between management and front-line agents. Champions the suggestions and concerns of the agents and works to ensure agents are fully engaged in the improvement of the service center.
• Review quality monitor of calls for agents and provide feedback and coaching to agents on their performance.
• Identify individual and group training needs and work with dedicated training team to implement a plan of action.
• Responsible for periodic management of entire shift (i.e. Nights and weekends).
• Perform any other duties as assigned.

JobB Requirements
Education:

• Minimum Education: BSc or HND in Business Management, Healthcare Management or Science related discipline

Experience:

• Minimum experience: 3+ years of experience in supervisory position within the healthcare industry.

Key Competency Requirements:

• Must be knowledgeable of Management processes.
• Must be knowledgeable of Microsoft office suite
• Have a deep desire to work in the startup industry
• Passion for people
• Very tech savvy and knowledgeable of current trends

Personal Attributes:

• Loves to fix things
• Cloud: Services & Products
• Friendly
• Highly organized and detailed
• Friendly
• Loves outdoor activities
• Has high energy levels
• Attention to detail

Skill/Competencies:

• Leadership skills
• Excellent Communication skills
• People management
• Analytical skills
• Interpersonal Skills
• Organisational skills
• Detail Oriented
• Problem resolution

Work Environment:

• Work in the office on shift system.
• Some travel may be required.