Operations Team Leader
Lifeworks
Total years of experience :14 years, 4 Months
LIFEWORKS INC.
EAP TEAM LEAD
Answer questions from CAC staff (CCRs, CCCs, CCAs, etc.). Provide coaching by email and/or teams.
Evaluate quality of calls, ensure agents’ adherence to schedule within your team by referring to Community and Amazon Connect.
In charge of making sure the disaster recovery procedure is followed (Meaning: during electric outages, Issues with: Amazon Connect, Outlook and Symphoni) and contact the appropriate individuals when/if need be.
Handle client complaints and sensitive cases. Welcome, train and coach new hires,
conduct audits and other admin tasks.
Participate in change management initiatives. Manage workload and processes. Assess and deliver feedback on quality score cards.
Support staff on duty by responding to questions and escalations.
Work collaboratively with the CAC Leadership team on continuous improvement initiatives, liaise with Supervisors and other departments as required.
Coordinate the day-to-day processing of benefit programs. This includes enrollment of new employees, changes, terminations, insurance claims and disability.
Update employee records and answer questions from employees about their benefit programs also coordinate open enrollment for employees.
Ensure benefit programs are effective, performing routine audits. Analyze costs, usage of programs by employees and their families and conduct satisfaction surveys.
Work with vendors to project future costs and changes in benefit programs. Ensure benefit programs are compliant with changing laws and regulations.
Conduct analysis regarding industry trends to stay competitive in the market and retain employees.
Proactively monitored and managed daily tasks to ensure service availability, responded to customers enquiries, investigated and resolved issues or escalated issues accordingly to restore services in time constrained environment
Worked directly with other supporting departments, quality assurance, customer service and relations, to assure quality services.
Worked on a project to reduce support cost for business through customer's education and support group training.
Document customers technical inquiries, develop and review content for knowledgebase
Certificate
Certificate - buisness administration