Essential Functions / Core Responsibilities
Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs’) and financial expectations
Communicate expectations to employees and provide timely updates and changes
Provide subject matter expertise in handling escalated customer calls as needed
Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible.
Provide feedback to team members on both call coaching and other daily performance and behavioral activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Complete shift-wide projects that aim to increase productivity, quality or other KPI
Promote the Company's values through both behavior and attitude, including being an advocate for your team members
Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred
Strong communication skills, both written and verbal
Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Demonstrated ability to mentor, coach and provide direction to a team of employees
Work well under pressure and follow through on items to completion
Willingness to work a flexible schedule
Career Framework Role
Receives assignments as objectives with goals and processes in which to meet the goals. Interacts with Team Managers / Leaders / Supervisors and team members, other functional areas, management, and outside vendors to complete objectives.
Set priorities for Team Managers / Leaders / Supervisors and team members , and coordinates and supervises the daily activities.
In charge of handling large and / or multiple lines of business. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager and / or director.
Depending on the size of the program may act as an Operations Manager.