Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
Identify performance related issues, develop an action plan for improvement and implement corrective action.
Ensure service delivered to our customers meets Key Performance Indicator (‘KPIs’).
Provide subject matter expertise in handling escalated customer calls as needed.
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
Stay current on internal work processes policies and procedures.
Attend required manager development training.
Requirement :
Bachelor degree in any field with two years of relevant experience preferred.
Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
Work well under pressure and follow through on items to completion.
Strong communication skills, both written and verbal.
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
Ability to mentor, coach and provide direction to a team of employees.
