Job Summary Accountable for the performance of the cluster.
Responsible for maintaining the program's efficiency metrics
Duties / Responsibilities Fully implement and audit TOPS.
Analyze KPI, identifying issues and trends
Performs Root Cause Analysis and formulates and executes action plans to improve performance
Assists the CCM in executing account-wide initiatives Qualifications : At least 2 years Supervisor / ACCM experience
Strong performance management / TOPS background
Excellent program planning and execution skills
Strong analytical skills; very detail-oriented
Strong decision-making and problem-solving skills
Excellent communication and listening skills
Knowledgeable in call center tools and processes
Proficient in MS Office applications
Excellent people management skills