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The Shift-in-Charge Care Coordinator will be in charge of monitoring care coordinators during their shift as they receive calls from clients/patients. The Shift-in-Charge Care Coordinator will also work with the Call Centre supervisor to ensure quality customer experience and service delivery in the call centre. He/she will also assist in the training process, ensuring that every agent is well prepared for their calls using the right tools. Therefore, the success of this role lies in proper service delivery to our clients as they are role models for the care coordinators, monitoring of the care coordinators’ progress, ensuring that they understand and meet expectations, answering their questions, and documenting issues that occurs during shift for proper resolution and preventing future reoccurrence. .