Location: CA-NB-Saint John

Job Number: 18205038 Description:

This position provides primary support for CSP workload optimization and call queue management to enable best resource at the best time strategy. This role uses Click scheduling software and Siebel platform along with existing systems (Voyageur, FWSS) to achieve level of service targets and maintain high Customer Satisfaction through effective problem resolution of responsiveness-related issues. Through interaction with Customers, CSPs, FOSs, CSMs & CSBMs and other field resources, the SSS gains local knowledge to facilitate superb decision-making in support of workgroup objectives. ESSENTIAL FUNCTIONS: Monitor and balance call activity and workload of CSPs using ClickSchedule and Siebel software to achieve LOS performance measures Identify barriers and resolve issues that impede CSE workload optimization and effective call queue management Identify, assign, and monitor successful completion of calls, following workgroup process Work closely with the Resource Group managers to identify opportunities to improve service delivery performance. Manage system escalations and recommend corrective actions to the National program team or local management. Communicate resource group performance issues and opportunities to field management team Contact customers and provide updated estimated time of arrival of CSPs Proactively resolve scheduling conflicts and keep customer informed of changes Resolve incoming Customer escalations related to responsiveness through effective negotiation and escalate urgent issues to appropriate management team as necessary Answer incoming calls from Field resources and provide required assistance Resolve data problems in support of efficient scheduling Achieve performance measurement targets including Customer Satisfaction Engage in continuous learning, utilizing MyLearning Represent client to customers in a professional and ethical manner SKILLS: Demonstrated Customer focused decision making. Strong analytical and problem-solving skills High level of knowledge of service tools necessary Familiarity with client's service call processes Demonstrated ability to quickly learn new PC applications Excellent communication and effective negotiation skills with internal and external partners Strong organizational skills with the ability to work in very dynamic day to day operations. Technical Services Work processes/FWSS call handling experience an asset Leader in process improvement Self-starter, able to work independently, without direct supervision Post-secondary education an asset -


CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG is an equal opportunity employer. We intend to give fair and equal consideration and treatment to all employees and applicants for employment regardless of race, religion, colour, national origin, sex, age, disability, marital status, sexual orientation, or any other discriminatory factor recognized by applicable human rights law.

In addition, CTG reasonably accommodates the mental or physical disabilities of all applicants and employees, except where such accommodation imposes an undue hardship on our organization or our clients' activities.

CTG (NASDAQ: CTG) fournit des services et des solutions de technoligie informatique spécificques à l’industrie qui répondent aux besoins et aux défis des clients dans les industries à forte croissance en Amérique du Nord et en Europe de l'Ouest. Le CTG fournit également des services de dotation stratégiques pour les grandes entreprises technologiques et les grandes sociétés. Soutenu par plus de 50 années d'expérience et de méthodologies exclusives, le CTG a fait ses preuves pour fournir de façon fiable des services et des solutions de dotation de haute valeur, spécifiques à l’industrie, à ses clients. Le CTG a des opérations en Amérique du Nord, en Europe occidentale et en Inde.

Le plus grand atout du CTG est son peuple, et en tant que tel, nous nous engageons à fournir aux employés des programmes et des processus pour soutenir leur rendement, perfectionner leurs qualifications, et avancer dans leur carrière. Cet engagement est reflété par CTG étant nommé le meilleur endroit pour travailler dans la compagnie de santé par les Soins de santé modernes (2013-2016) en Amérique du Nord, et un meilleur milieu de travail au Royaume-Uni (2013), en Belgique (depuis 2007), et au Luxembourg (depuis 2011).

CTG est un employeur souscrivant au principe de l'égalité d'accès à l’emploi. Nous avons l'intention de donner une considération et un traitement équitables et égaux à tous les employés et aux demandeurs d'emploi, quelle que soit la race, la religion, la couleur, l'origine nationale, le sexe, l'âge, la déficience physique ou mentale, l'état matrimonial, l'orientation sexuelle ou tout autre facteur discriminatoire reconnus par la loi relative aux droits de l’homme applicable.

De plus, le CTG s'adapte raisonnablement aux déficiences mentales ou physiques de tous les demandeurs et employés, sauf si ces arrangements imposent une contrainte indue à notre organisation ou aux activités de nos clients.

Job: Technology & Healthcare IT