Oversees a team of Level I representatives and manages day-to-day operational activities, leading internal Training and Quality resources
Job Summary
Oversees a team of Level I representatives and manages day-to-day operational activities, leading internal Training and Quality resources.
Identifies training and operational gaps, develops structured schedules for upskilling, and handles escalated customer and managerial calls.
Participates in strategic planning initiatives, prepares reports and presentation materials for senior leadership, and serves as the Consumer Center point of contact in the absence of the manager.
Matching Summary
Oversees a team of Level I representatives and manages day-to-day operational activities, leading internal Training and Quality resources.
Skills & Requirements
Must-have
Oversees team of representatives
Manages day-to-day operational activities
Handles escalated customer calls
Implements organizational policies
Prepares reports for senior leadership
Nice-to-have
Develops positive relationships with stakeholders
Works collaboratively within and across teams
Adapts to changes in direction
Key Requirements
Bachelor's degree in any field
Must be in current role for 1 year
No Disciplinary Action in past 12 months
No Attendance and Punctuality issues in past 12 months