Responsibilities:-

• Provide consistent coaching and development to staff including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations
• Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations
• Manage inbound service level goals (for multiple OEM’s) through staffing, scheduling and daily task assignments
• Provide program and agent performance reporting as required, including statistical analysis and reporting
• Coordinate issue resolution for all levels of escalated issues including those identified by the client, customers, and management
• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies
• Represent the organization in various meetings with the client and management team. Ensures that the actions of the group are met and are in line with client goals

Requirements:-

• AAS Degree (BA/BS preferred) and a minimum of 2 years relevant call center experience or the equivalent combination of education and experience
• Minimum of 1 year of previous supervisor experience in a call center environment
• Demonstrated in previous and current role to take on additional responsibilities while maintaining the current ones
• Ability to multi-task, work under deadlines and excel in a fast pace ever changing environment is a must
• Business communications skills including, but not limited to, preparing reports, speaking before groups of people or individuals, and negotiations
• Siebel experience preferred
• Ability to work and strive in a dynamic work environment
• Previous quality assurance and/or training experience a strong plus
• Ability to work a non-standard work schedule and at times, outside normally scheduled shift to meet demands
• Ability to learn and apply multiple forms of product & program knowledge and procedures
• Must have past experience supervising large groups of individuals
• Need to be able to support flexible schedule operations hours right now are 8:00 am to Midnight EST Monday to Saturday and may add Sunday

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