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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Lead team members, fostering their professional development and growth through effective coaching, communication, and promotion of teamwork and cooperation.
- Coach direct reports regularly to ensure performance metrics are achieved.
- Identify performance-related issues, develop action plans, implement corrective action, and, if necessary, manage termination of employment.
- Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs) and financial expectations.
- Communicate expectations to employees and provide timely updates and changes.
- Provide subject‑matter expertise in handling escalated customer calls as needed.
- Manage team metrics and retention goals; participate in discussions about attrition causes and root reasons.
- Collaborate with Site Leadership to develop actions that reduce attrition where possible.
- Provide feedback to team members on call c...