Description

- Assist the manager with daily operations and include the development, analysis, and implementation of staffing, training and scheduling of employees
- Provide daily direction and communication to employees so that customers are assisted in a timely, efficient and knowledgeable manner
- Provides continual evaluation of processes and procedures in accordance with trained Standard Operating Procedures (SOPs)
- Responsible for suggesting methods to improve area of operations, efficiency and service
- Responds to and resolves employee relation issues expressed by team members
- Creates and maintains a high-quality work environment so that team members are motivated to perform at their highest level
- Carry out debriefs of all staff and ensure that paperwork is accurately completed
- Assign work to staff as required to support the workflow and daily metrics
- Own the total tracking, trending and reporting of departmental metrics
- Step in to attend the escalations from customers and resolve their complaints, when necessary
- Be able and willing to work in flexible schedules/shifts and commit the time required to get the job done