Esmeralda Lopez Email and Phone Number

Managing, coaching, and supporting the remote clinical support team members while building their competencies for success while representing the Byte Core Values and leading by example. Supporting assigned team members with their (3) quarterly connection goals. Identify learning opportunities, performance, behaviors, and coaching the team towards success objectively under the guidance of the CST Manager. Performing 1:1 syncs at end of each month for the weekend CST members under the guidance of the CST Manager. Monitoring the OMNI supervisor dashboard and team performance while maintaining SLA for all OMNI priority levels. Monitoring and supporting the team complaint submissions in accordance with the approved SOPs. Reporting and collaborating with the Team Manager(s) & Clinical Support Team Director with team metrics, wins/opportunities, and monthly team syncs. Support the customer experience leaders by attending the weekly huddles, and sharing SLA, updates, and improvements while creating an inviting work atmosphere for a cohesive unit. Supporting Clinical team members' cases with customers’ dental-related escalation phone calls/videos on an ad hoc basis. Create a learning environment with the team member while providing coaching as necessary in an objective demeanor. Reviewing CST policies and SOP on a monthly basis. Collaborating with the Team Trainer on operational strategies with continuing education for the team members on a monthly basis. Completing assigned focus team payroll in ADP in a timely mannerExcellent attendance and a drive for focus everyday.