Job Description

Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis

o Ensure a high retention of employees

o Provide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success

o Analyze metrics and ensure CCRs are taking appropriate and timely action

o Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results

o Champion the coaching model

o Foster a work environment that values the people and encourages participation, creativity, learning and accountability

o Responsible for employee recruitment in order to meet business objectives

o Ensure team adopts and sustains change

o Identify opportunities for process and system improvements

o Communicate openly with team ensuring messages and initiatives are clearly unders...