Hybrid Position: In Office 3 days / Remote 2 days.

Office Location: 6801 Governors lake Pkwy, Ste 250, Norcross, GA 30071

Acts as a direct liaison between the organization and its clients. Supervises and coordinates the workflow activities and operations of the program to meet the volume management target. Monitor, train and coach Supervisors to ensure that they meet and exceed individual and departmental performance objectives. Works to resolve problems and ensure that products are delivered timely and as expected. Approximate FTE coverage is 100 or more temporary and permanent employees.

Essential duties and responsibilities:

• Lead teams of Supervisors and agents.
• Create and implement strategy to ensure performance objectives are met.
• Organize, direct, and monitor daily activities of agents and supervisors
• Monitor and review individual and team performance.
• Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required
• Monitor and analyze productivity of agents; generate reports based on analysis.
• Field questions from team and client contacts; recommend corrective services to address customer complaints.
• Provide coaching and development feedback and provide leadership to all staff.
• Ensure all client compliance requirements are met.
• Monitor and ensure compliance with attendance, dress code, and all company policies.
• Maintain contact with client as determined by management.
• Monitor email and voice mail to ensure all communications are up to date and accurate.
• Ensure all payroll deadlines are met.
• Ensure daily and monthly performance results are tracked by agent and team.
• Conduct monthly/annual performance reviews with direct reports
• Administer performance improvement plans and disciplinary warnings as needed.
• Train, motivate, develop and reward agents.
• Responds to and works to resolve agent concerns in a timely manner
• Prepare reports as needed.
• Perform other duties as assigned by Director or VP.
• Possess working knowledge of utility industry regulated market credit/collections practices

Qualifications and education requirements:

• Must meet background and drug screen requirements as outlined by the project/client
• Minimum of 4 years of management experience in operations, customer service and business administration in a call center setting
• Minimum of 2 years’ experience providing leadership and development to team leads/supervisors centered on coaching and developing representatives
• Availability to work from am-pm weekdays, and weekend hours when necessary

• Thorough knowledge of Avaya
• Proficient with Microsoft Excel and Word
• Experience calculating figures and amounts
• Experience analyzing statistical requirements
• Ability to coordinate multiple tasks simultaneously
• Understand and respond to diverse population
• Manage by Walking Around (MBWA)
• Previous experience in putting together QBR’s (Quarterly Business Reviews) for assigned program
• Bachelor’s degree from an accredited college or university required with major course work in business administration, marketing, or a similar field
• Equivalent work experience in a similar position may be substituted for educational requirements

Physical requirements:

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols
• Frequently required to sit, stand, walk, talk, hear, bend and reach
• Ability to reach with hands and arms
• Occasionally lift and/or move up to 50lbs

Work conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You are acknowledging that you can perform the essential functions with or without a reasonable accommodation. The noise level in the work environment is usually moderately quiet. The work environment is primarily indoors. The position requires little to no travel.

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced or delegated by management to meet the business needs of the company. By signing below, you are acknowledging receipt and comprehension of this job description.

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