Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
o Ensure a high retention of employees
o Provide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success
o Analyze metrics and ensure CCRs are taking appropriate and timely action
o Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
o Champion the coaching model
o Foster a work environment that values the people and encourages participation, creativity, learning and accountability
o Responsible for employee recruitment in order to meet business objectives
o Ensure team adopts and sustains change
o Identify opportunities for process and system improvements
o Communicate openly with team ensuring messages and initiatives are clearly understood
o Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
o Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic
o Interact directly with members, as required
o Manage absenteeism/vacations as per the targets and policies
o Participate in Projects as per the needs of the business