Position Responsibilities:

• Monitor team performance to ensure that the call center goals are met while sustaining call center quality
• People development focus – support career mapping and development to create next generation of leaders for a growing organization
• Ensure compliance with AR/AP obstacles customers may face
• Be present on the floor and utilize Calabrio and other reporting to measure and present individual team members with feedback on their execution and productivity
• Performance management responsibility including goal setting and communication, conducting performance evaluations, and, utilizing our QM software to coach and develop our frontline teams
• Utilize metrics, individual team member’s performance goals and organizational goals to create an appropriate training plan for each team member
• Other projects or duties as assigned

Required Education and Experience:

• High School Diploma/General Education Diploma with 4 plus years of related experience and 0 to 1 plus years of leadership experience or 2 to 3 plus years of leadership experience