Coaches administrative staff on call quality to ensure customer interactions are complete, accurate and professional.
Develops action plans and works side by side with most help needed employees to provide instruction and assistance.
Communicates electronically and face-to-face daily with the administrative workforce to provide tips, updates, statistics andperformance evaluations.
Handles escalated customer calls to ease customer concerns and improve customer satisfaction and perception.
Checks customer call report data for problems and trends to identify areas for improvement and opportunities for policy andprocedure changes.

Supervises operation to ensure proper customer experience, first contact resolution, accuracy, and quality levels.
Conducts operational audits to ensure effective operational performance.
Resolves operational issues to ensure contact center effectiveness.
Identifies and suggests end-to-end process improvements to improve contact center operations.