Job Description

Job Track Description: • Performs tasks based on established procedures.
• Uses data organizing and coordination skills to support the business and perform technical work.
• Requires vocational training, certifications, licensures, or equivalent experience.


General Profile • Developed proficiency within a range of analytical or operational processes.
• Completes assignments and facilitates the work of others.
• May coordinate assignments beyond work area.
• Proposes improvements to processes and methods.
• Acts as a lead, coordinating the work of others, but is not a supervisor.
• Works autonomously within established procedures.


Functional Knowledge • Developed skills in a range of processes, procedures, and systems.
• Acts as a technical expert in some areas.


Business Expertise • Understanding of how best teams integrate and work together to achieve company goals.


Impact • Impacts a team, by example, through the quality service and information provided.
• Proposes enhancements to work procedures and practices to improve efficiency.


Leadership • Serves as a team lead.
• Allocates work to team members, as appropriate.
• Provides subject matter guidance to junior team members.


Problem Solving • Provides solutions to problems based on existing challenges or procedures.


Interpersonal Skills • Effectively exchanges information and ideas.
• Uses tact when working with others.


Responsibility Statements • Manages more complex tasks that are escalated due to issues.
• Acts as a domain expert.
• Ensures TAT is met for all volumes assigned to respective shifts through proper planning.
• Ensures quality and volume is met during shifts.
• Coordinates appropriate staffing and interviews candidates.
• Collaborates with supervisors on key performance measures set by the client.
• Facilitates work allocation.
• Tracks/monitors daily and monthly reporting.
• Participates in progress improvement without impacting the quality of work.
• Communicates with teams and managers to provide work status.
• Participates in meetings with internal teams and external clients.
• Performs other duties as assigned.
• Complies with all policies and standards.