Chris Graham

Director, Performance and Quality Management - Access Center @St. Luke's University Health Network

Allentown, PA, US

Workforce Management: Responsible for overseeing the staffing needs of the access center, ensuring the right number of qualified agents are available to handle incoming inquiries efficiently. This includes workforce planning, scheduling, and monitoring agent performance to maintain optimal operational levels.Reporting and Analytics: In charge of gathering, analyzing, and interpreting data related to the access center\'s performance. This involves generating regular reports on key performance indicators (KPIs) such as call volume, response times, customer satisfaction, and other relevant metrics to identify trends and areas for improvement.Training: Developing and implementing training programs for new and existing agents to enhance their skills and knowledge. This includes onboarding, ongoing training, and continuous improvement initiatives to ensure a high level of service delivery.Quality Assurance: Establish and maintain quality standards for customer interactions within the access center. This involves designing quality monitoring processes, conducting evaluations, providing feedback to agents, and implementing improvement plans to enhance overall service quality.

Southern Oregon University

Bachelor of Science - BS