Job Description

JOB FUNCTION AND RESPONSIBILITIES:

Manage team of 13 or more team members, ensure departmental goals and standards are achieved. Effectively lead the day to day operations of team members to meet/exceed productivity, adherence and staffing requirements Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals Successfully handle customer escalations and complaints Analyze daily, weekly and monthly reporting trends that relate to Customer Service Identify process breakdowns and recommend suggested resolutions Ability to prioritize assigned task Ability to communicate/educate staff with policies and procedures Achieve and/or Exceed Productivity/Quality Goal set by Department Manage and Execute action plans set forth to help achieve/exceed Departmental Goals Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals Complete ad-hoc projects when necessary Improve employee satisfaction and reduce attrition Supply timely report to direct reports

QUALIFICATION:

Graduate of Bachelor's Degree Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines Must be and an efficient communicator and problem solver with excellent written and verbal communication skills Proficient with Microsoft Application and have the ability to learn software applications. No documented disciplinary action in the past

12 months

. Should have an Appraisal rating of ''

Effective Performance

" or above in the last completed performance cycle. Should have completed

9 months

in the current role.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Night Shift/ Scheduled shift changes as a result of business needs (employee must be flexible)