The Performance Support Specialist position provides aid to NCIC specialists and supervisors in an effort to improve customer service. An individual in this role aids in ensuring a successful service experience for NCIC customers by providing direction or support to specialists on challenging calls, personally taking calls during periods of escalated volume or personally handling escalated NCIC customers. The Performance Support Specialist participates in quality assessment and coaching programs directed at improving frontline specialists, providing staff development as needed and aiding in the identification and delivery of continuing education needs for specialists. The Performance Support Specialist will also serve as a center-wide leadership point of contact when Team Supervisors or other Management level personnel are unavailable.
- Handles inbound contacts to the Response Phone/Queue
- Takes ownership of escalated callers or call situations as requested by specialists
- Conducts routine frontline call taking
- Contributes to NCIC Coaching program by identifying behaviors, assisting with the development of continuing education programs and implementing strategies to develop assigned team members
- Provides direct coaching to NCIC Bridge specialists
- Performs quality call monitoring and provides feedback to new hire specialists and specialists identified by Team Supervisors who might require additional developmental support• Attends regular quality calibrations and maintains quality certification requirements
- Maintains a working knowledge of ACS procedures, resources and call-related information• Provides continuing education to staff as needed
- Triages difficult questions by specialists by escalating to appropriate parties
- Participates in floor coverage for early morning, late night, weekend and holiday needs
- Reports all problems related to general center operations, telephone system and/or system hardware/software to appropriate resource
- Minimum one year experience as a frontline specialist at NCIC
Demonstrates NCIC Operations Competencies:
- Collaborates - Builds partnerships and working collaboratively with others to meet shared objectives.
- Communicates effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Customer focus - Builds strong customer relationships and delivering customer-centric solutions.
- Decision quality - Makes good and timely decisions that keep the organization moving forward.
- Instills trust - Gains the confidence and trust of others through honesty, integrity, and authenticity.
- Optimizes work processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
Other Skills:
- Strong interpersonal skills and ability to build consensus and to work through others in achieving desired results and objectives
- Strong customer service orientation• Ability to effectively convey information to people
- Must be a highly motivated self-starter with initiative and follow-through, with the ability to think strategically, work in an extremely fast paced team environment, and manage multiple tasks / projects simultaneously with attention to detail
- Exposure to cancer information, medical terminology, social services, and non-profit health organizations preferred
- Proficient in technology and tools required at NCIC
- Highly efficient in the utilization of Microsoft Office Products (Excel, Powerpoint, etc.)
- Comfortable making independent decisions with minimal supervisory input
- Demonstrates core values of compassion, respect, empowerment, stewardship, and trustworthiness
We are committed to providing staff with fulfilling opportunities to learn, grow and make an impact in their local communities. We offer staff a generous paid time off policy; medical, dental and retirement benefits, and professional development programs to enhance staff skills.