PURPOSE: •   Directly supervise the Agents, directly manage their performance, manage staffing in coordination with WFM, drive operations to meet service levels and provide escalation support.  This position will be located in Reno, NV.

ESSENTIAL FUNCTIONS:

• Provide mentorship, guidance, and career development to members of their team


• Establish team and individual goals and work with each team member to execute to the goals


• Work with peers and management on strategies for meeting service levels and other goals including how to measure and report on those results


• Identify actionable insights, suggest recommendations, and influence team strategy through effective, timely, and proactive communication


• Responsible for hiring new employees:  interviewing, selecting, arranging for knowledge training and working with WFM on scheduling the work shifts


• Appraise productivity and quality scores and provide regular ongoing coaching and timely specific feedback on employee’s performance to maximize productivity and increase quality


• Work closely with Talent Management when needed to address employee’s non-production concerns and/or for corrective action or performance improvements plans


• Partner with Talent Management for employee terminations


• Act as information conduit for employees. Share information regarding team and individual direction, production changes / trends, kudos, company policies, new events, etc. in team huddles or in ad hoc team meetings


• Communicate work allocations and set clear expectations for each employee


• Update GoPerform quarterly and properly notate performance so appropriate performance ratings are given to each direct report


• Have a good understanding of the job duties performed by the team members


• Maintain physical presence within the team to respond to team member needs


• Flexibility to work before or after the regular work shift when business need and team process priorities require


• Handle escalated customer complaints or executive request and utilizes escalations as a method to train and develop staff


• Ensure and monitor proper department work flow in order to maximize productivity


• Identify opportunities for improvement in efficiency and customer service and advise Manager of same


• Daily, Weekly and/or Monthly reporting of Operation Statistics and team individual performance


• Work with team and supporting departments in driving process improvements


• Participate in meetings and committees that are directly related to your immediate team’s functionality

• PC skills, including knowledge of MS Office software and/or database management systems


• Previous experience and/or knowledge in field relating to the client process and customer service preferred


• Ability to work in a high pace environment and managing the stress associated


• Strong attention to detail and problem solving skills.


• Strong (speed and accuracy) documentation  and computer skills


• Deep understanding of sales operations, contract setup, contract workflows, billing and customer set up activities among other related processes


• Experience in managing work with varying volumes and seasonality


• Ability to process transactions as needed, in high volume periods

• High school diploma or equivalent required


• Must have two (2) years proven record of experience in a Team leader role or equivalent combination of education and experience in a leadership role. This includes having the skills/knowledge/experience for these positions with the associated promotional requirements-- adherence to schedule and quality/average handle time scores.

Technical Skills

* Proficiency Legends