Responsible for delivery of client satisfaction, business results and employee satisfaction in order to ensure achievement of scorecard and client goals.
Responsible for leading a team of up to 20-30 agents.
Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times: “Manage By
Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.
Demonstrate company core values and culture.
Participate in, and support, the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality, safety and value of the service we provide to our clients and our employees.
Complete the Customer Services Team Leader Certification Program and incorporate these competencies into all interactions with co-workers, clients, and community contacts.
Supports the Quality Management Committee in the implementation and monitoring of respective quality programs, improvements and projects.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.