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Cid Engagement Coordinator

4 months ago

Trevose, United States Asembia LLC Full time

**Position**: CID Engagement Coordinator

**Department**: Administrative

**Reports To**: Dir., Cont. Improvement & Employee Development

**FLSA**:Non-Exempt

**Primary Function**:
The CID Coordinator receives daily reporting, identifies trends, and assists the CID team in identifying areas of opportunity that need improvement in HUB Ops. The coordinator’s primary function is to help analyze and retrieve reporting and assist the CID team with employee engagement, coaching, and development in HUB OPs.

**Job Scope and Major Responsibilities**:

- Attend, facilitate, and support CID Specialist in engagement meetings, compliance checks, coaching meetings, trainings, and interdepartmental meetings.
- Retrieve and analyze data from HUB reporting.
- Assist CID Specialist with designing: Shout-Outs, Hub parties, and Training Decks for CID/HR.
- Monitor phone queues via CX One to assist with agent availability.
- Review all HUB program backlogs and CX One.
- Identify HUB training deficiencies, facilitate coaching and development of agents.
- Maintain upkeep of CID’s documentation on SharePoint and crosscheck to ensure CID SharePoint document accuracy.
- Alert CID Specialist of any potential staff concerns, including performance or behavioral issues.
- Establish effective rapport with other employees and leadership staff.
- Assist with employee recognition, engagement initiatives and promote a customer experience first culture and help host virtual HUB activities.
- Completion of the workflow and daily tasks.
- Maintain a low to no error rate.
- Identify trends, workflow deficiencies, and errors.
- Special projects and initiatives, as necessary.
- Identify System Issues and open help desk tickets for agents.
- Collaborating with team members to achieve organizational goals
- Performing tasks and assignments as directed
- Maintaining open communication with team members and supervisors
- Demonstrating a commitment to quality work and customer satisfaction
- Adhering to company policies and procedures
- All other duties assigned.

**Performance Criteria**:

- High school diploma or equivalent
- Four (4) years work experience in Operations preferred.
- Knowledge of pharmaceutical platforms.
- Knowledge of call center reporting and analytics.
- Understand call center statistics and metrics.
- Conflict resolution and Confidentiality is required.
- Tech savvy, Intermediate in Excel, Outlook, Word, and PowerPoint.
- Ability to deliver presentations.
- Ability to meet strict timeline requirements.
- Excellent communication skills included but not limited to written, verbal, and grammar.
- Public Speaking a must.
- Problem solver, ability to juggle multiple projects at once, great organizational skills.
- Positive and upbeat.
- Professional Demeanor
- Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws_.