Job Description
Essential Functions/Core Responsibilities
Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
Communicate expectations to employees and provide timely updates and changes
Provide subject matter expertise in handling escalated customer calls as needed
Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and othe...
Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
Communicate expectations to employees and provide timely updates and changes
Provide subject matter expertise in handling escalated customer calls as needed
Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and othe...
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