Build relationships within the team by providing coaching, motivation and development to team members that support the IGS residential product suite through genuine conversations, customer education and exceptional customer experience.Create an environment where team members proactively work to grow the IGS residential business through effective product education, selling and cross-selling.Demonstrate effective leadership by developing and documenting team member performance through side-by-side coaching, call reviews/calibrations, performance evaluations, and goal setting in order to continuously improve productivity and performance.Appropriately address and resolve employee issues by consulting with management and/or Human Resources as appropriate.Collaborate with internal business partners to identify trends, resolve operational issues, and align team expectations with business needs.Challenge and develop team through goal setting, coaching, and accountability conversations.Lead and support team through ongoing change by effectively communicating, understanding team’s needs, and driving positive conversations.Lead the talent acquisition process including training and onboarding. Able to identify and recruit new team members that enhance the culture of the team and bring value to IGS.Drive Solutions Center objectives by partnering with Workforce Management to understand team’s performance results and staffing needs.Additional duties and projects as assigned.

* Supervise MSR staff to ensure that all member phone calls, chats, emails and correspondence are responded to and resolved within quality guidelines.* Conduct ongoing quality reviews of member inquiries/requests from all interaction channels to ensure the level of service rendered is within UNFCU standards and quality guidelines.* Develop, train, coach, evaluate, and motivate MSR staff to maximize performance and foster a service and sales culture of excellence; ensure high quality sales and service and thorough member interactions in accordance with UNFCU’s mission, vision and values.* Provide regular feedback, development and coaching to MSRs on performance objectives, ensuring MSR achieves key performance objectives/goals.* Support the goals and objectives of the Contact Center by serving as a champion and leading their team to success.* Utilize performance reports to assess team’s performance and develop a plan to address gaps and acknowledge successes.* Regularly evaluate employee job performance and partner with HR or Training to make appropriate recommendations and decisions to administer policies and/or provide remedial training.* Assist staff in resolving complex member requests and complaints within a timely manner.

*Manage and coach a team of 10-15 Onboarding Customer Experience Agents responding to escalated inquiries and complaints via email, inbound and outbound calls.*Analyze and track individual and team performance against KPI’s and SLA’s utilizing various tools and reports*Establish process improvement initiatives to drive operational efficiencies*Partner cross functionally with other departments for various reasons such as identifying training needs, system updates and launches, knowledge management, quality assurance calibrations and to assess teams bandwidth to assist with special projects and delegate task accordingly*Regularly review calls and emails to ensure agents remain knowledgeable and compliant with legal and regulatory guidelines including data privacy and consumer protection*Create individual development plans and facilitate activities to help employees achieve career goals*Foster a supportive work environment that encourages employee feedback and participation to enhance team engagement*Lead employee committee groups focusing on company culture, events and employee development*Issue progressive discipline and manage to standards set forth in performance improvement plans*Experience using Salesforce, Workday, LiveVox, BrightPattern, Data Studio and Google Suite.

• Manage a call center team of Customer Service Specialist working remotely• Host daily huddles and monthly team meetings• Lead quality assurance calibration reviews utilizing various tools including but not limited to CMS, NICE, Verint, WebStats, etc.• Monitor calls and provide constructive feedback along with identifying strengths and weaknesses and setting SMART goals• Ensure staff meet KPI’s and remain in positive adherence• Assess and evaluate staff competencies and provide one-on-one & team coaching as well as training as needed • Handle escalated customer concerns• Identify customer relationship opportunities• Create a positive open door policy while continuously providing motivation to all team members• Work closely with Human Resources and Senior Management regarding the hiring and disciplinary actions of staff• Conduct performance reviews to determine if a Performance Improvement / Corrective Action Plan (PIP) is warranted• Manage attendance and approve payroll weekly• Actively monitor staff throughout the workday using various methods such as reviewing real time reports and call listening

• Manage 80 school bus drivers and their routes daily• Maintain confidentiality of employee and student records according to Family Educational Rights & Privacy Act (FERPA)• Maintain student records in various databases including Versatrans and Infinite Campus• Utilize Versatrans Triptracker along with bargaining unit contract to assign field trips to drivers, avoiding grievances• Process and submit timesheets to finance department• Update training documents as needed and conduct quarterly training meetings with drivers • Maintain inventory of supplies and order as needed• File all records including but not limited to student records, timesheets, timecards, trip reports, fuel receipts, Medicaid trip logs, driver certificates, licenses, etc.• Meet with individuals, special interest groups, and others on behalf of the department• Greet visitors, answer phones and respond to emails from parents and school staff • Prepare agendas and plan arrangements such as coordinating catering for luncheons, for committee and other meetings• Utilize two-way radio to communicate with drivers and mechanics• Prepare communication from office to drivers as well as to the Board office• Drive routes and trips as needed when understaffed or when driver is involved in an accident

• Monitor personnel and locations to determine best unit to respond to calls for service based on multiple factors including proximity, priority, response goals, departmental guidelines, civilian and personnel safety and more• Utilize Computer Aided Dispatch database to assign units to runs, record details of calls, dispatches and messages• Manage 40 or more units per shift• Coached new hires for 6 weeks at a time through various stages of their training. • Maintained record of training activities and progress • Provided recommendations on enhancing training curriculum• Provided recommendations to executive management regarding new hires progress or lack thereof.• Answer emergency and non-emergency calls from the public and emergency personnel from all backgrounds, ethnicities, cultures, including many with language barriers, while providing empathy.• Provide emergency pre-arrival instructions to callers while maintaining calm and professional tone• Maintain confidentiality in all interactions with the public and emergency personnel

• Maintain client records in state-wide database• Ran reports for presentation to Board and to keep Directors abreast of performance levels of all staff and contracted vendors• Provided training on Workforce Investment Act to all new staff and contracted vendors• Developed training curriculum for both internal staff and external partners• Trained all staff; prepared detailed documentation of training and provided recommendation of employee retention• Created classroom trainings that included activities and presentations to aide in knowledge retention• Verified and approved eligibility for all clients with contracted vendors. • Reviewed applications, documents such as income verification, birth certificates, social security cards, household size and more to ensure compliance with Government regulations.