The Supervisor is accountable for the performance and general operation of her/his team of employees. The Supervisor works closely with her/his peers as well as leadership across teams to ensure appropriate service delivery to customer accounts.

Essential Duties and Responsibilities

The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Conduct weekly and/or monthly one-on‑one's to focus on coaching and development of employees.
• Leverage company resources in the coaching and development process.
• Communicate employee performance statistics daily or in one‑on‑ones and provide appropriate feedback to ensure employees are meeting expected performance standards.
• Communicate established policies and procedures to ensure compliance and answer questions as needed.
• Monitor quality of calls and provide associates feedback based on CSAT, phone and ticket review progra...