Subject matter expert for all workflows as it pertains to assigned line(s) of business
Work with Training Team and/or Supervisors to establish training schedule
Assist with development of and maintenance of training material
Complete training of all new hires, and assist with ongoing training opportunities for existing teammates
Provide timely feedback to leadership regarding training successes and areas for improvement for both new hires and existing teammates
Responsible for Lead Quality Management for entire team
ensuring all leads are tended to timely, and opportunities for scheduling are resolved
Ensure Call Detail information is reviewed on a daily basis, to ensure LQM is maximized for scheduling opportunities
Responsible for all daily reporting
telephonic, call documentation, and lead
to be presented to leadership
Assist team with taking calls, up to but not limited to 50% of time
Assist with ancillary work as stipulated by supervisor
Navigate Veteran initiatives as appropriate per line of business
Assist with escalated calls.

Needs Assessment Team Lead

Key skills