ESSENTIAL FUNCTIONS OF THIS POSITION:

• Supervises the call center employees and daily operations


• Develop and manage Team Leads to ensure that they are providing leadership to call center employees to ensure service excellence


• Develop, review, analyze and interpret daily statistical and performance level reports to ensure that employees are performing at optimum levels


• Develop, implement and review policies and procedures to ensure consistency, and continuous quality improvements in the customer service experience


• Work with all levels of management and third parties to gather information and resolve issues


• Facilitate, attend and participate in work related meetings affecting the customer contact center


• Improve quality of service delivery by partnering with QA and auditing calls in an effort to minimize errors and increase employee performance


• Manage complex or escalated customer complaints or inquiries


• Assists with staff scheduling to meet the demands of the department


• Review staff performance, identify training needs and help coordinate training sessions


• Cultivate team dynamics by engaging employees and fostering a team environment


• Maintain & share up-to-date knowledge of industry