Job TitleProvisioning access to support the outbound call programServing as a liaison between SHS, vendor and SO teamsLeading meetings, such as, call calibrations, weekly touchpoints, performance meetingsProviding weekly performance reportingEnsuring roster and schedules are aligned with expectationsCoordinating trainingCall listening for accuracy and soft skills, making recommendations based on observationsWorking with business partner manager on coaching opportunities and alignmentMonitoring performance and requesting corrective action as appropriateHybrid RoleRequired SkillsProject ManagementCall center experienceLeadership and analytical experience with data / operationsExcellent analytical, organizational, problem solving, verbal and written communication skills.Knowledge of project management tools and methodologies.Ability to work independently, within a team environment and with multiple priorities.Proficient in current industry standard PC applications and systems (e.g., Access, Excel and Word).Ability to develop, implement, and monitor policies, procedures, and customer service alerts.Support vendor in achieving performance management, KPIs and SLAs.Preferred Skills/Experience – Optional but preferred skills/experience. Include:Health care experienceThree or more years experience in related fieldEducation/Certifications:Bachelors degree in related field required.