Job Description

The successful candidate will be responsible for meeting or exceeding client goals for quality and 
performance for assigned programs. This includes positively motivating Customer Service Representatives, monitoring program objectives, providing on-the-job training, creating a team/positive 
atmosphere, developing overall contact skills and program troubleshooting. In addition, the incumbent 
will be responsible for the administrative management of assigned Customer Services Representatives, 
including weekly one-on-ones, 90-day, and annual reviews, and completing assigned reports and 
feedback.
Responsibilities:
• Coaches CSRs through one on ones and side by sides on a monthly basis to provide performance 
feedback and develop action plan to meet all performance targets and remove barriers.
• Supports the individual CSRs in developing their own career path.
• Provides ongoing floor support daily to CSRs to...