Cesar Escobar Email & Phone Number

Rio Rancho, New Mexico, United States

Rio Rancho, New Mexico

Review overall performance, errors and monitored calls. Report agent and office performance, individual, team and company contribution. Develop and mentor Team Leaders. Disseminate job-specific and organizational information to Service Associates. Proactively manage daily performance of Service associates tracking both operational and HR-related metrics. Work with Manager, Customer Service and Team Leaders to foster a positive, professional and performance-driven work environment. Monthly monitoring call calibration sessions with Supervisors, Team Leaders and QA/Training Team leader to ensure consistency. Troubleshoot complaints on an as needed basis. Monitor daily call activity and ensure staffing levels meet call arrivals. Prepare and present annual performance reviews for each team member. Assist with escalated issues and Supervisor calls. Track attendance by agent and address substandard job presence as appropriate. Meet one on one. Goal set for peak performance. Projects and duties as assigned. Clearly express ideas and thoughts both written and verbally able to multi task with strong attention to detail. Exhibit good listening and comprehension skills. Team player willing to offer assistance and support consistently and fairly to co-workers. Adaptable to a constantly changing work environment. Display courtesy, sensitivity and consistency while handling difficult situations both internally and externally. Superior understanding of products and procedures. Flexibility. Dependable and timely job presence. Complete work in a timely manner. Display creativity and enthusiasm to motivate Customer Service representatives. Demonstrated follow through on resolving customer, operational and team member issues. Willing to undertake self-development activities such as insurance licensing, management training and workforce management development. Ability to work independently and contribute to team based workflow. Microsoft Office skills including Word and Excel

Bs, Computer Technology/Computer Systems Technology

MS systems sotware and hardware installation MS Office

Master Of Computer Applications (M.C.A.), Computer Business