Loss Draft Customer Care - Unit Manager

Summary/Responsibilities:


???????? Manage, coach and develop a team of Loss Draft Customer Care Associates


???????? Provide direction and leadership oversight to the workforce schedule/forecast team.


???????? Utilize development and organization skills


???????? Manage unit with a focus & drive toward results


???????? Create and maintain unit budget


???????? Meet business unit objectives, setting team or individual goals and expectations and providing ongoing feedback


???????? Support the analysis and implementation of improved workflow for increased efficiency/effectiveness


???????? Provide timely coaching and feedback to employees regarding development


???????? Communicate vision and strategies that are focused on the key business goals


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Qualifications:


???????? Management experience required


???????? Call Center experience required


???????? Bachelor's degree preferred


???????? Requires demonstrated decision-making, initiative, organizational, and problem solving skills that are necessary for success, combined with strong leadership and training/development skills


???????? Flexibility and adaptability to a changing, fast-paced environment


???????? Proven expertise in related technical skills including strong verbal and written communication skills


???????? Experience in managing a schedule/forecasting team within a call center environment.? Multiple location and IEX experience a plus.?


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Reports to: Department Manager - Loss Draft