- Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery
- Identify performance related issues, develop an action plan for improvement and implement corrective actions.
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Provide subject matter expertise in handling escalated customer calls as needed.
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
- Ensure that the operations is in compliance with active contracts
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
Key skills & knowledge:
- Associate degree in related field with two years as TL domestic sales process.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
- Work well under pressure and follow through on items to completion.
- Excellent oral and written communication skills
- Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.
- Ability to mentor, coach and provide direction to team members.
- Willingness to work in a flexible schedule.
- 6 days working with rotational offs.