Responsible for managing the day-to-day operations of the Teams and Line/s of Business assigned
Coach, mentor, and develop team leaders for skills
expansion, growth opportunities, and consistent
achievement of key performance metrics. Activities may include, but are not limited to: quality evaluations, performance coaching, behavioral coaching, and career-path mapping.
Drive improvement in the performance of assigned
teams through root cause analysis of errors/issues,
trend analysis, continuous improvement to processes and systems.
Directly manage approximately 8 Team Leads, in
accordance with the metrics on their performance
scorecard: guiding them in meeting team and individual goals.
Hiring manager for Call Center Representative (external hire) and Team Leader (internal hire).
