· Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
· Regularly impart effective coaching to team members, enabling consistent high-performance delivery
· Identify performance related issues, develop an action plan for improvement, and implement corrective action
· Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
· Communicate expectations to employees and provide timely updates
· Provide subject matter expertise in handling escalated customer calls as needed
· Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
· Stay current on internal work processes, policies and procedures. Attend required manager development training For more details reach out to me - (phone hidden)/[HIDDEN TEXT]