• Manage a team of 15 customer service personnel. Provide staff with positive, effective feedback to promote further success. Responsible for day-to-day operations by setting customer service targets and recognizing areas of improvement and development.
• Manage day to day performance of employees on specific campaign; Assist with issue resolution and answer questions from members of assigned work teams; Assist the Manager with operational strategy, process control, staff selection
• Recommend and implement process improvements for department. Recommend enhancements to the training program for the assigned campaign
• Type 50 wpm, supervise 20 customer serv. reps
• Use Kronos payroll system
• Use system for monitoring
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