Job Description

Provides direct people leadership, motivation, and support to positively influence the accomplishment of goals, maximize growth and improve business performance for the organization. Demonstrates intermediate knowledge for managing all facets of assigned team and handles the achievement of department / enterprise goals and objectives, programs, policies, and procedures in a business area gained through experience and training. Manages larger work groups, multiple processes and/or more complex processes requiring broad knowledge of operational areas and the ability to collaborate across divisions. Key Responsibilities Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met Leads projects of moderate complexity that require the coordination of multiple resources Manages front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow. Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations. Makes recommendations for process improvements and cost saving opportunities Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others Establish/communicate job performance standards and work procedures Assist with the identification of future technology and systems, develop information management tools, documents, and reports to effectively manage results. Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training. Interview applicants and recommend hire. Education 4 year Bachelors Degree (Preferred) Experience 3 or more years of experience (Preferred) Supervisory Responsibilities This job has supervisory duties. Education & Experience (in lieu) In lieu of the above education requirements, an equivalent combination of education and experience may be considered. Primary Skills Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building