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PRRC Supervisor

 

Summary/Objective

The PRRC Supervisor position is responsible for developing, coaching and mentoring their Teamleader and a team of PRRC Agents.
The job description of a PRRC Supervisor touches upon all operational functions.

 

Essential Functions

Manage and assist Agents on a daily bases.
Involved in all agents coaching and mentoring.
Provide Monthly 1:1 meeting with their team to review agent stats.
Facilitates in After-Hours Coaching as/if needed.
Manage Department Shifts/Schedules, Breaks and Lunches.

 

 

Personal Attributes:

Must be friendly and poised
Good communication skills
Excellent follow up skills
Able to handle multiple responsibilities and prioritize them well
Flexible working hours-willing to assist others when needed

Competencies

Patient Focus.
Learning Orientation.
Communication Proficiency.
Advanced Knowledge of MS Office.
Technical Capacity.
Teamwork Orientation.
Planning/Organizational Skills.
Presentations Skills.
Ability to Multitask.
Ability to work independently.

 

PRRC Supervisor Responsibilities

Be available to affect the entirety of the team's operations.

Manage by walking around. Be visible to answer questions.
Take calls that your agents can't handle and be available when an agent appears to need assistance.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback

 

Meet at least once a month with your team. At a minimum, review the following topics:

Review the monthly events, including statistics, results and industry news.
Disseminate new doctor rules to the agents.
Introduce new staff members.
Present commendations and awards.
Communicate company information.
Answer questions and comments.
Provide agents with a glimpse of future weeks.

 

Perform at least one monitoring evaluation with each agent every month

Spend 30 minutes to one hour monitoring the agent.
Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist.
At the conclusion, copy the checklist and put it in the agent's file
Give the original checklist to the agent.

 

Keep track of attendance, daily statistics, paid time off, sick time, etc.

Ensure administrative bookkeeping is accurate.
Create and maintain files on each agent as they relate to attendance, production, and reviews.
Present to the PRRC Manager at the conclusion of each month a breakdown of the past months monitoring checklists and a written performance summary of the team.
Put phones off/on service

 

Recruit new staff and schedule existing staff to meet service level objectives.

Interview and hire staff. Assess needs/plan ahead.
Develop schedules with agents each month to ensure PRRC objectives are covered.
Schedule residual training, departmental meetings, sales training, and computer training.

 

Administer training programs for new hires and existing staff.

Work with management on refining and scheduling appropriate training sessions.
Develop training documents that support PRRC operations.
Create residual training pieces to foster growth.

 

Develop contests, awards and themes that increase agents' loyalty and focus.

 

Produce a quarterly "white paper" outlining your team's performance and growth. Paper should be no more than three pages long. Topics to explore include:

Team performance for three month period.
Individual performance of core, focus and new staff.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear.
The employee is frequently required to stand, walk and wear headphones.

 

Other Duties

 

Please note this job description is not designed to cover or contain a completely comprehensive listing of activities, duties, or responsibilities that are required for this position. Duties, responsibilities, and activities may change at any time, with or without notice

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