Job Description
- Responsible for managing day to day activities performed by Associates and Specialists.
- Oversees team members and executes administrative responsibilities.
- Monitors operational statistics which may include productivity, quality trackers, reports, mailbox status, checklist, and others that may be needed.
- Provide management with project status updates, feedback and appropriate reporting on key process-focused objectives.
- Determines work volume and assigns appropriate team member to ensure that account priorities and SLAs are met satisfactorily.
- Manages team performance ensuring production metrics are met and company policies are complied with.
- Provides regular coaching to team members.
- Communicates and provides timely feedback to the team members on soft skills, system knowledge and issue handling.
Skills and Qualifications: