Supervisor, Asset Retrieval

ESSENTIAL DUTIES

• Supervise team of specialists, including scheduling of work and performing quarterly and annual evaluations
• Ensure all patient and customer engagements are courteous, empathetic, positive, professional, and timely
• Communicate the product returns process and protocols to patients and Team Members
• Develop specialist training programs to increase effectiveness, soft skill levels and self-sufficiency
• Analyze performance of specialists, identify continuous improvement opportunities, and propose improvement solutions
• Prepare reports, dashboards, and other data visualizations to inform Kestra leadership of team KPIs and quality measures; present data to leadership as necessary
• Drives team performance by guiding day-to-day execution, reinforcing priorities, and supporting the team in meeting key quarterly targets through consistent follow-through and problem-solving.
• Partner with Team Members to monitor daily return goals, reinforce priorities, and ensure daily targets are met
• Conduct quality call reviews through regular call listening, provide timely coaching and feedback, and reinforce service, compliance, and documentation standards
• Assign, monitor, and maintain team tasks to ensure work is completed timely, priorities remain current, and follow-up items are kept up to date
• Responsible for creation of materials for submission to Kestra’s controlled quality site for approval; review controlled documents with legal team as necessary
• Respond to day-to-day needs of Team
• Adhere to Pledge of Confidentiality
  • Information regarding a patient of this company shall not be released to any source outside of this company without the signed permission of the patient. Furthermore, information will only be released internally on a need-to-know basis. All Team Members will not discuss patient cases outside the office or with anyone not employed by this company unless they are directly involved with the patient’s case.

COMPETENCIES

• Passion: Contagious excitement about the company – sense of urgency. Commitment to continuous improvement.
• Integrity: Commitment, accountability, and dedication to the highest ethical standards.
• Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service.
• Action/Results: High energy, decisive planning, timely execution.
• Innovation: Generation of new ideas from original thinking.
• Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind.
• Emotional Intelligence: Recognizes, understands, manages one’s own emotions and is able to influence others. A critical skill for pressure situations.

QUALIFICATIONS

Not specified.