Job Description

KEY RESPONSIBILITIES:
Supervises, coaches, and develops staff to ensure quality client service and departmental expectations are met.
Act as a visible, approachable subject matter expert interacting regularly with each team member.
Makes hiring recommendations and evaluates performance; merit increases, promotion or termination, and disciplinary action to maximize organization performance.
Conducts weekly individual team meetings when necessary to advise of departmental updates. Assists in monitoring inbound/outbound call volumes, queues and KPIs to identify trends. Review and document staffing levels; coordinate Teams coverage across multiple shifts.
Plans, coordinates, and organizes weekly reporting, monthly 1:1s, and annual reviews.
Partners with recruiting and other supervisors related to interviewing and hiring to ensure that our department is staffed with the best possible talent.
Participate and present during monthly Teams meetings.
Reviews and handles timecard approvals and time off requests.
Respond and resolve escalated issues and assigned projects.
Maintain knowledge and communication of changes in our processes and procedures.
Flexibility; departments hours of operation Eastern Standard time.PROFESSIONAL EXPERIENCE:
1-3 years of experience leading or managing a team of 15+ team members in call center environment is mandatory.
Should be able to demonstrate highest level of customer satisfaction with first call resolution techniques.
Previous experience meeting or exceeding contractual agreements and/or given department metrics.EDUCATION:
Bachelors degree and/or Industry Related Experience.

Ciel HR