Responsible for adding/editing time sheets in Kronos for all member service representatives Supervise representatives on Adherence, Average Handling Time and Quality based on monthly reports/KPI’s (Key Performance Indicators) Answer supervisor calls for all member service agents Monitor quality calls to observe employee demeanor and conformity to company policies Answer questions and recommended appropriate discipline to address member complaints Monitor ACD queues to promote a… Show more Responsible for adding/editing time sheets in Kronos for all member service representatives Supervise representatives on Adherence, Average Handling Time and Quality based on monthly reports/KPI’s (Key Performance Indicators) Answer supervisor calls for all member service agents Monitor quality calls to observe employee demeanor and conformity to company policies Answer questions and recommended appropriate discipline to address member complaints Monitor ACD queues to promote a high level of agent schedule adherence Provide direct supervision to a team of 20 agents Responsible for overseeing the Bank Fund Staff FCU, City CU and 360 FCU dedicated teams and monitor quality calls with agents Handle disciplinary actions for attendance, performance and conduct issues Reach out to Clients when emergency situations arise Perform side by sides and audits monthly Responsible for the development of the agents and an Assistant Supervisor Monitor Short Call Reports for call avoidance Show less