Job Description

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

• Ensure a high retention of employees
• Provide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success
• Analyze metrics and ensure CCRs are taking appropriate and timely action
• Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
• Champion the coaching model
• Foster a work environment that values the people and encourages participation, creativity, learning and accountability
• Responsible for employee recruitment in order to meet business objectives
• Ensure team adopts and sustains change
• Identify opportunities for process and system improvements
• Communicate openly with team ensuring messages and i...