Job Description

As a member of the Customer Service Center team, ensure efficient and timely processing of all work assignments into applicable business systems with strict adherence to all established procedures; monitor and delegate capacity resources as appropriate to assist in the attainment of service level goals throughout the CSC.

Responsibilities:

• Delegate work assignments to team members performing a variety of functions
• Develop training schedules for the Lead CSR's to implement; monitor to ensure that resource base and knowledge level is sufficient to maintain a current work level on all processes
• Generate productivity for each team member; review management reports; monitor and address any productivity and quality issues or trends
• Monitor daily work to ensure quality, accuracy, and service levels are maintained
• Facilitate after-hours team meetings on a regular basis to communicate workflow/procedural changes
• Provide performance feedback to team members per established programs and guidelines
• Submit payroll reports, monitor and address performance issues per established guidelines
• Handle special projects as assigned
• Demonstrate commitment to Company’s Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.

Qualifications

• Demonstrated leadership, coaching and team building skills
• Previous Call Center experience and knowledge of Workforce management tools a plus
• Supervisory experience a plus
• Excellent communication skills
• Strong organizational, prioritizing and planning skills; knowledge of PMA business systems
• Ability to motivate in a fast paced, customer oriented environment
• Must meet residency requirements
• Must be in good standing in current position
• Call Center hours are 8 am to 5 pm - Supervisory Coverage is required to 5:00 pm
• Bilingual (Spanish) Preferred