Manages a team of Supervisor / s, including advising, planning, supervising and evaluating the work of assigned staff.
Coordinates work flow to achieve the volume encouraged to meet operational requirements.
Plan and own the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition
Develops staff by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development.
Provides input into hiring decisions.
Lead all aspects of supervising performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates.
Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
Develops relationships and communicates issues of importance within the department and / or business unit.
Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.
Functional Skills :
Good communication and interpersonal skills
High energy and dedication levels
Good people management and retention skills
Technical Skills :
Proficient in MS Office (Excel, Word, PowerPoint, etc.)
Good analytical skills
High flexibility to change
Ability to handle conflict and difficult situations
Other Skills :
Customer Service, Banking and Voice Processing experience is a plus
Collections experience is highly preferred
Eligibility Criteria :
Strong working experience in Customer Experience centric environment
Proven experience in an Assistant or Manager role
A Bachelor’s Degree holder in any field