Essential Job Duties and Responsibilities:
- Responsible for ensuring operations coverage for all shifts, providing leadership, mentoring, development and guides team to efficiently leverage the value of every call to maximize Cooperator experience.
- Monitor service calls to observe employee professionalism, technical accuracy and conformity to company policies while tracking trends.
- Provide ongoing communication and follow-up to ensure representatives are fully informed of all new information related to process & procedures, customer needs and company-related issues, changes or actions.
- Conduct training to improve key performance indicators (KPIs).
- Assist with contingency plans as needed; escalates and directs activities during systems problems, emergencies, etc.; identifies potential problems, troubleshoots, escalates issues to local and network management.
- Maintains a professional working relationships with all company employees to foster aid promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
- Provides updates regarding potential problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
- Performs other duties and responsibilities as required.
Educational Requirements:
- Bachelor’s degree or equivalent experience
- High school Diploma or Equivalent required.
Work Experience and Minimum Requirements:
- Three years’ supervisory experience.
- Three years of Call Center experience.
- Workforce management; forecasting, scheduling and real time operations management.
- Training, coaching and development experience required.
Testing:
- Drug screening, as permitted by, and consistent with, applicable law.
Physical Requirements:
Persons performing service in this position classification may routinely exert up to 25 pounds of force to lift, carry, push, pull, or otherwise move objects. This type of work will involve regular walking or standing for extended periods of time. It may involve stooping or bending. Handling and working with various materials and objects are important aspects of this job.
Reasonable accommodations may be made to enable a person to perform the essential functions of the job.
