Posting

Duties and Responsibilities:

• Responsible and accountable for the daily operation and the performance of a team of service professionals to meet and/or exceed operational performance goals.
• Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.

• Monitors/observes service contacts and activities to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback as well as preparing annual performance evaluations.

• Delivers/participates in product, process, and service training.
• Tracks and reports metrics, KPIs, and data as required by leadership.

• Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
• Works collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans, and improve business performance; contributes to special projects.
• Proactively engages employees to build positive morale; fosters a fun and productive environment

Knowledge, Skills and Abilities:

• Demonstrated success in service/support operations and direct supervisory responsibilities; able to effectively manage performance.
• Working knowledge of contact center operations, key performance metrics, and expense management.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
• Ability to take independent action with general managerial direction; meets deadlines.
• Excellent verbal and written skills. Competency in effective business writing.
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.
• Ability to effectively manage personnel and uses appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.