Key skills
Communication
About this role
Role Overview
- Supervises daily tasks of the business, technical support and production teams
- Responsible for team results
- Works within established precedents and practices.
- Evaluates and organizes information to solve for problems and challenges
- Ability to work without supervision.
- Directly impacts the quality of services provided
- Supports and trains team members to impact end user experiences
- Provides supervision including coaching and quality checks to support associate progress
- Solves problems and evaluates possible solutions using past technical experience.
- Strong communication skills to share ideas and information.
- Delivers quality, productivity, and compliance KPI reports.
- Coaches and gives feedback to team members to enhance performance.
- Shares processes and business updates with the team.
- Supervises the team to identify coaching opportunities.
- Recommends training interventions when necessary.
- Outlines best practices for associate growth and improvement.
- Performs other duties as assigned.
Requirements
- Assists others in achieving goals.
- Broad technical expertise and industry knowledge.
- Ability to manage hiring and termination actions and training for multiple employees.
- Manages performance appraisals and pay reviews for team members.
- Accountable for functional, operational, and program management.
- Comprehensive understanding of processes, procedures, systems, and concepts.
- Ability to coordinate team efforts to achieve overall company and client goals.
Benefits
- Complies with all policies and standards.