Assess staff performance and provide timely feedback on development opportunites to enhance service quality and growth.Create and implement policies and procedures to improve effficiencies.Prepare and deliver performance reviews and disciplinary action, when necessary.Develop, manage and support team/departmental goals and expectations.Monitor agent phone calls on occassion. Meet with executive management to define and implement initiatives that will increase efficency and quailty while reducing costs.Participate in recruiting, as needed.Complete special projects, as assigned by executive management.Receive and handle escalated calls, as needed.Other duties as assigned.

Detailed knowledge of call center procedures and practicesAbility to communicate with all level of managementStrong understanding of the application of call center technologySuperior interpersonal and motivational skillsProven leadership and negotiation skillsInnovative and highly motivated self-starterExcellent written and verbal communication skillsDemonstrates proven PC literacyCommitted to lead a goal-oriented, fast-paced, results-driven environmentMonitor call center performance and works with leadership team to guide them to meet and exceed sales and service performance levels.