Essential Duties and Responsibilities:

• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed - Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources

• Develop work schedules and assign duties to direct report personnel to ensure efficiency

• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

• Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems - Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks

• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis

• Participate in meetings and recommend changes to policies and procedures

• Assume leadership responsibility for departmental tasks and contact center activities as required

• Support and enforce contact center expectations

• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work

• Assist direct reports with escalated issues or cases as needed

• Perform other duties as assigned by leadership Minimum Requirements:

• Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree - Minimum of two (2) years of experience in a call center environment required - Ability to manage a high level of confidentiality - Proficient in Microsoft office suite - Excellent organizational, written, and verbal communication skills

• Ability to perform comfortably in a fast-paced, deadline-oriented work environment

• Ability to work as a team member, as well as independently

• Must be able to remain in a stationary position for an extended period of time

• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

Required Skills Required Experience