Summary of Primary Job Responsibilities :
Ensure calls are handled professionally. Provide direction and guidance to ensure consistent achievement of key performance metrics.
Achieve, measure, report and communicate metric goal attainment for assigned team.
Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
Consistently achieve number of call monitorings per week goal and scores for the team. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.
Perform other duties as assigned.
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