Summary:
Leads and manages the day-to-day operations of the contact center, ensuring exceptional customer service, appropriate triage routing, and alignment with Workforce Solutions performance standards.
Key Responsibilities:
· Supervise and support a team of Triage Specialists
· Monitor call volumes, appointment activity, and triage quality
· Track KPIs such as average handle time, customer satisfaction, and WAVE accuracy
· Coordinate with the specialized units for issue escalation and staff updates
· Facilitate training, coaching, and quality assurance
· Serve as the point of contact for regional leadership and career office coordination
..., Phoenix, AZ 85020 About Us: Each Delta-T Group office is separately incorporated. Delta-T Group is a referral service for self-employed independent contractors seeking behavioral healthcare education and social service supplemental marketplace opportunities. Delta...