Responsibilities

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real‑time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in‑depth operational knowle...