· Analyze operations to determine proper staffing levels and ensure achievement of department’s productivity and quality goals· Manage and supervise staff on company policies, procedures, best practices, and customer service standards· Create high performing teams that exceed company expectations, maximize potential, and achieve team goals· Facilitate 1:1 and group coaching to provide feedback, conduct performance reviews, evaluate productivity, and boost morale· Recruit, interview, hire, onboard, train, supervise, and mentor quality employees to reduce staff turnover· Support employee relations with terminations, payroll processing, time off requests, and disciplinary actions· Educate staff on ADA, FMLA, and disability policies, accommodations, and standards; develop a diverse, inclusive workforce· Create and implement quality parameters for call monitoring· Incorporate new policies and procedures for the monitoring of technical issues in a virtual setting

- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources- Develop work schedules and assign duties to direct report personnel to ensure efficiency- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis- Participate in meetings and recommend changes to policies and procedures- Assume leadership responsibility for departmental tasks and call center activities as required- Support and enforce call center expectations- Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.- Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership- Maintain a high level of confidentiality while performing all work tasks- Perform other duties as assigned by leadership.