Phone Center Floor Lead

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.  

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging  by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve.  We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

Job Description

The primary purpose for this position is assisting Phone Reps with questions, survey problems, and computer problems in real time. The Floor Lead will work collaboratively to ensure policies are being enforced. These policies are, but not limited to, break and/or pause time, cellphone usage, internet usage, and survey rules are followed while they are conducting CAHPS monitoring. Another primary responsibility of this position is to assist with the daily tasks of the Phone Center, including project management and duties related to following CAHPS guidelines. Floor Leads will be responsible for activating and deactivating all calling projects. This position will also consist of other Phone Center projects as assigned from the supervisory team.

This position will be located in the call center in Provo, UT but with the flexibility of working from home on the days that the call center doesn't need coverage. 

Floor Support

Assist Phone Reps with questions and survey and/or computer issues. Fix surveys and comments as needed. Coach Phone Reps with survey issues discovered while monitoring. Collect and document data during Voxco crashes. 

Daily CAHPS Processes

Complete daily CAHPS guidelines and duties as assigned. Some examples include CAHPS monitoring, HCAHPS first attempts, expiring records, busy report, etc. 

Daily Voxco Project Duties

Activate and deactivate projects based on calling schedule. Conduct all quality checks. 

Phone Center Support Tasks

Complete other tasks as needed. Some examples include running shift, making phone calls when needed, and listening to/acting upon outside caller voicemails. 

Training

Train new hire classes on Phone Center policies, how to conduct surveys, and how