Execute on vision and direction as provided by Site Leader.
Weekly rollup reporting to Site Leader discussing areas of success and opportunities as well as ideas for improvement.
Work with Site Leader and the People Team in developing a strong management coaching program for Team Leads.
Work closely with Team Leads on prioritization and structure of their daily routines.
Weekly reviews with Team Leads on team performance. Provide coaching/guidance as needed.
Review Agent level action plans built by Team Leads, and provide guidance.
Build Individual Development Plans for Team Leads, and consult on plans for their agents.
Work with Team Leads to identify ‘red zone’ agents (at risk of attrition) and plans to mitigate.
Work with Site Leader in leading the selection of new hire candidates and fulfillment of new hire and backfill staffing requirements.
Maintain an open and servant heart presence on the floor.
Analyze and interpret data to develop site and team-level performance improvements.
Identify areas for improvement in processes to drive additional efficiencies.
Identify areas of improvement within the site in regards to agents experiencing a great place to work.
Work closely with Workforce Analyst regarding weekly and real-time scheduling to ensure daily service levels are met.
Build a close relationship with People Team liaison for HR-related matters. Open and transparent communication here is a high priority.
Work with Site Leader, Facilities Manager, and Office Coordinator on Site Safety Standards and Protocols.
Work with Project Managers, Data Science, and Engineering in providing acquired feedback that can assist with company efficiencies and growth.
Work closely with Trainers and Team Leads as new hires transition into teams.
Required: Bachelor’s degree from an accredited university.
Required: Minimum 3+ years contact center management experience or equivalent experience.
Required: Minimum 2+ years leading contact center managers or equivalent experience.
Ability to act independently in real-time situations.
Attention to detail.
Excellent analytical, decision making, and problem-solving skills.
Familiar with Tableau and other analytic software systems.
Outstanding oral and written communication skills.
Proven ability to work and consult as part of a larger team.