• Build strong work relationships.
• Prepare and support individuals and teams to successfully adopt change to drive organizational success and associate development.
• Build a highly effective/adaptable associate team through coaching, support and development. Foster an environment where they can excel and advance their career through encouragement, empowerment and opportunities to learn and grow.
• Collect and analyze call center statistics to determine root cause and apply appropriate intervention to achieve desired result.
• Influence a strong team atmosphere fostering associate engagement and motivation.
• Interview and hire associates.
• Evaluate, manage and coach to drive performance .
• Manage all resources effectively to support the Customer Service Organization goals. Assist in achieving Contact Center financial, service level, quality and productivity targets by managing relevant metrics and behaviors.