Roles and Responsibilities:
- Lead the team to meet and exceed client expectations regarding customer service
- Provide backup support to the team and make sure department goals are met
- Monitor call volume; prioritize and distribute workload for the team
- Track and measure individual and team goals throughout the day and on a long term basis
- Provide motivational support to team members to maintain high morale and productivity
- Answer incoming calls, emails and web-based submissions, directing and assisting customers as needed
- Conduct performance reviews, deliver coaching to the team so they perform at the highest levels