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Oversee daily functions and assigns work for all inbound Calls
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Monitors call reporting and forecasting to manage staffing
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Maintain high standards of service and customer retention
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Conduct one-on-one performance reviews, team meetings and coaching sessions as needed
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Provide leadership, direction, training and monitoring of CCAs
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Monitor, measure and coach agents against stated performance metrics and tools
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Technical, supervisory and human relations skills utilized daily
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Make recommendations on process and tool improvements
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Maintain standards for call volume, answer times, quality and results by monitoring and tracking stats