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Job Description
This employee provides leadership for the PAP Compliance Outreach CSR in matters relating to the servicing of customers.
- achieves call center and individual quality and productivity goals in accordance with established objectives
- manages individual projects while contributing to other operational initiatives outside of team responsibilities
JOB FUNCTIONS
- Key contributor in overseeing agent workload and ensuring standard operating procedures are efficient and maximized for business performance
- Focuses and maintains performance efforts of the team on current business goals
- Ensures that the team of Representatives is conducting their responsibilities in a professional and courteous manner
- Serves as a knowledgeable and productive part of the managerial team
- Participates, implements, and monitors new initiatives to enhance the performance of the team and the center as
- Oversees training of new Representatives assigned to the team and provides refresher training as needed
- Identifies opportunities for process improvements
- Ensures activities support the organization in achieving targets