Job Description

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• Ensure internal methodology is followed to manage and run efficient operations.
• Manage day to day center operations in the absence of the Call Center Manager.
• Meet Service Level Metrics
• Work with support departments to ensure staffing strategies are effectively executed
• Document and communicate system and business process gaps
• Be directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling
• Meet or exceed revenue goal.
• Meet or exceed all performance goals.
• Meet or exceed all production goals
• Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.).
• Conduct cross-trains and up-train at the request of the Call Center Manager.
• Thoroughly and accurately re-cap the shift through a detailed End of Shift Report.