Responsibilities: * Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates. * Administrative - Performs administrative tasks, provides volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensures adherence to company policies and guidelines, safety & security procedures. * Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated, understood, and performed by on-site staff. * Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources. * Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written. * Position may require individual to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients. * Understands basic information on core service/solutions offerings to work effectively with Manager - Client Services in generating leads for site growth and competitive take-aways. Requirements: * Proven leadership experience required * Minimum of 2 years supervisory experience and/or customer service experience * Effective customer relationship building skills, and uses creative solutions to exceed customer expectations * Demonstrates good judgment under pressure, and works well in a multi-tasking * Effective written and verbal communication skills; proven analytical skills * Solid, basic mathematical skills required * Excellent planning, prioritization and organizational skills * Proven experience in high volume/fast paced environment * Computer proficiency in email environments, MS Word/Excel or similar programs * High School Diploma required * Relevant industry specific certificates a plus (MQC, CMDSM, etc.) * Lifting up to a maximum of 55lbs. or the maximum allowed by current State law with or without accommodations * Ability to stand, sit and/or walk for long periods of time with or without accommodations
We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/, marital status, orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
