• achieves call center and individual quality and productivity goals in accordance with established objectives
• manages individual projects while contributing to other operational initiatives outside of team responsibilities

Job Responsibilities:

• Provide guidance and leadership to Inside Sales Representatives, managing and providing direction
• Key contributor in overseeing agent workload and ensuring standard operating procedures are efficient and maximized for business performance
• Focus and maintain performance efforts of the team on current business goals
• Work to ensure that the team of Representatives are conducting their individual responsibilities in a professional and courteous manner
• Serve as a knowledgeable and productive part of the managerial team
• Participates in, implements, and monitors new initiatives to enhance the performance of the team and the center as a whole
• Oversees training of new Representatives assigned to the team and provides refresher training as needed
• Identifies opportunities for process improvements
• Ensure activities support the organization in achieving targets
• Supports CADU behaviors ensuring a positive customer experience

• Read, write, and perform mathematic calculations and the English language effectively
• Work independently
• Detail-oriented with excellent organizational skills
• Communicate independently and verbally with personable and effective writing skills
• Work in a normal office environment utilizing a computer approximately 75% of the time

Education and Experience:

• High School diploma or GED required
• Bachelor's Degree preferred
• 4-6 years of customer service-call center experience
• 1-2 years of inside phone sales experience
  • supervision experience preferred
• Inbound/outbound call blending call center experience in a multi-site environment
• Proven leadership skills in coaching, developing, and training call center personnel
• Demonstrated history of meeting performance objectives
• Health care experience preferred

Physical Demands:

The employee may frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 10 pounds.