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Program Associate
2 weeks ago
The Program Associate is expected to support the staff, program(s) and the Supervisor in the following areas (but not limited to):
- Agent Training and Coaching
- Stay current on the program’s latest procedures to ensure all training materials and reference guides remain in compliance.
- Regularly monitor and review training materials to determine effectiveness, and provide feedback on recommendations for improvement in future training sessions.
- Ensure that program training, quality, and audit requirements stay in compliance.
- Responsible for leading training sessions for staff within assigned program and assisting in delivering training focused on the program’s available service offerings, standard operating procedures, and software systems if needed.
- Responsible for monitoring new agent performance. Serve as an ongoing coach and mentor once agent trainings have been completed.
- Coordinate with other functional teams/groups to maintain and update training programs as needed, and stay current with business requirements.
- Collaborate with other groups to identify training needs to ensure consistent call quality expectations are met.
- Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback.
- Client and Program Communication
- Expresses thoughts and instructions clearly in both oral and written communication; i.e. uses grammatically correct, clear, and concise language.
- Respond to questions from client contacts, Program Manager, Service Delivery and/or Account Director, program customers as appropriate.
- Identify and escalate program trends based on the questions commonly received; contribute to recommendations to address issues as necessary.
- Manage program call escalations; listen to customers, identify solutions, and follow through on next steps, as needed.
- Attend client meetings to support the program and Supervisor, as needed.
- Reporting and Analytics
- Prepare and interpret standard monthly and ad hoc reports for the program(s), identify and communicate trends and noticeable issues to Supervisor regularly.
- Proactively identify opportunities for program process and performance improvement; coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary.
- Program Specific Knowledge
- Identify team member program-specific knowledge gaps from agent calls; escalate issues to Supervisor and participate in working sessions to come up with recommendations to improve.
- Participate in interview panels to interview Program Specialists and Program Representatkives, as needed.
- Other duties as assigned.
**Labcorp is proud to be an Equal Opportunity Employer**:
As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.
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