PHYSICAL REQUIREMENTS:

• Prolonged periods sitting working on a computer.
• Must be able to lift 15 pounds at a time.
• The physical demands described are representative of those that must be met by an employee to

ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS.

• The preceding job description has been designed to indicate the general nature and level of work

Responsibilities:

• Supervise a team of call center agents, ensuring adherence to company policies and service standards.
• Monitor real-time call center activities and performance metrics to ensure efficiency and productivity.
• Provide coaching, feedback, and training agents to enhance their skills and customer service capabilities.
• Assist in resolving escalated customer inquiries and complaints professionally and effectively.
• Collaborate with the Call Center Manager to implement strategies for continuous improvement.
• Ensure accurate documentation and reporting of performance metrics, attendance, and other key operationa