Job Track Description
Assists others in achieving goals.
Broad technical expertise and industry knowledge.
Ability to manage hiring and termination actions and training for multiple employees.
Manages performance appraisals and pay reviews for team members.
Accountable for functional, operational, and program management.
General Profile
Supervises daily tasks of the business, technical support and production teams
Responsible for team results
Works within established precedents and practices.
Evaluates and organizes information to solve for problems and challenges
Ability to work without supervision.
Functional Knowledge
Comprehensive understanding of processes, procedures, systems, and concepts.
Business Expertise
Ability to coordinate team efforts to achieve overall company and client goals.
Impact
Directly impacts the quality of services provided
Supports and trains team members to impact end user experiences
Leadership
Provides supervision including coaching and quality checks to support associate progress
Problem Solving
Solves problems and evaluates possible solutions using past technical experience.
Interpersonal Skills
Robust communication skills to share ideas and information.
Responsibility Statements
Delivers quality, productivity, and compliance KPI reports.
Coaches and gives feedback to team members to enhance performance.
Shares processes and business updates with the team.
Supervises the team to identify coaching prospects.
Recommends training interventions when necessary.
Outlines best practices for associate growth and improvement.
Performs other duties as assigned.
Complies with all policies and standards.