Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review.
Responsibilities
Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
Documents quality issues and performance measures for management review.
Provides information to assist in the feedback and formal education process of individuals on the phone.
Executes established standards independently within set frames and follows set course.
Develops own knowledge, shares best practice, and develops relevant/appropriate solutions.
Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods for accuracy and adherence to quality standards.
Responsibilities
Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
Documents quality issues and performance measures for management review.
Provides information to assist in the feedback and formal education process of individuals on the phone.
Executes established standards independently within set frames.
Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
Shift Managers are the operational leaders who drive our business daily. As Manager-on-Duty, you are accountable for driving onsite culture, team performance, safety, service execution, and the overall guest experience.
Lead Case Processing Specialist supervises a team of Case Processing Specialists, directs daily work, ensures compliance with policies, and coordinates with ICE and facility operations.
Responsibilities
Provide first-line supervision, daily direction, coaching, and technical assistance to assigned Case Processing Specialists
Receive, organize, delegate, and prioritize taskings based on case urgency, court dates, scheduled interviews, admissions, releases, transfers, removals, staffing, and direction from the Case Management Coordinator or authorized ICE personnel
Establish clear expectations and completion times; monitor open assignments, backlogs, aging work, and deadlines through completion
Reassign work and coordinate coverage when workload, staffing, or operational conditions change; personally assist with priority work when necessary to maintain continuity
Monitor employee productivity, reliability, professional conduct, adherence to procedures, and work quality; provide coaching and promptly report significant or recurring concerns to the Case Management Coordinator
Requirements
Associate or bachelor's degree in an appropriate discipline
Nice to have: Previous lead-worker or management experience
Lead Case Processing Specialist overseeing a team of Case Processing Specialists, directing daily work, delegating assignments, monitoring completion, and ensuring compliance with policies and government standards.
Responsibilities
Provide first-line supervision, daily direction, coaching, and technical assistance to assigned Case Processing Specialists
Receive, organize, delegate, and prioritize taskings based on case urgency, court dates, scheduled interviews, admissions, releases, transfers, removals, staffing, and direction from the Case Management Coordinator or authorized ICE personnel
Establish clear expectations and completion times; monitor open assignments, backlogs, aging work, and deadlines through completion
Reassign work and coordinate coverage when workload, staffing, or operational conditions change; personally assist with priority work when necessary to maintain continuity
Monitor employee productivity, reliability, professional conduct, adherence to procedures, and work quality; provide coaching and promptly report significant or recurring concerns to the Case Management Coordinator
Requirements
Associate's degree
Bachelor's degree
Nice to have: Lead-worker or management experience
Shift ManagerSuper Star Car Wash · Escondido, US
Lead Case Processing SpecialistAkima, LLC · Yuma, US