• Supervises staff by prioritizing and assigning work, conducting performance evaluations, monitoring employee performance, ensuring staff members are trained and cross trained, resolving conflicts, and making hiring, termination, and disciplinary recommendations. 

• Assists with establishing and monitoring key measures to assess staff performance and ensure success. 

• Organize and execute a process for maintaining and storing all training records and quality assurance records for the division. 

• Oversees continuous improvement efforts to streamline processes and procedures, reduce duplication of efforts, and enables assigned staff to accomplish individual and group goals. 

• Monitors service quality and customer satisfaction through quality assurance audits and provides coaching and feedback to staff based on findings.
• Coordinates customer outreach efforts, such as surveys, direct outreach and issue follow up, to improve customer experience, strengthen relationships, and support departmental objectives.  

Accountability - Holds self and others responsible for goals, outcomes, deadlines, and objectives and follows through on commitments. Takes accountability for delivering on commitments; owns mistakes and uses them as opportunities for learning and development. 

Adaptability - Maintains a positive attitude in the face of change; appropriately adjusts behavior and activities to changing conditions.  

Customer Focus - Putting customers, both internal and external, at the center of business decisions in order to identify and respond to current and future customer needs. Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers. 

Initiative - Takes action on their own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.  

Teamwork - The ability to effectively interact, cooperate, collaborate, and manage conflicts with other people. Shows enthusiasm toward being a member of the group; actively participates in team meetings and activities; leverages the skills and interests of coworkers to achieve goals and solve problems; supports team decisions. 

OTHER SKILLS AND ABILITIES REQUIRED 

• Knowledge of business process management principles and tools. 

• Knowledge of records management principles. 

• Knowledge of ERP systems and MS Office. 

EDUCATION and/or EXPERIENCE  

• Bachelor’s degree in Business Administration or related field; and 

• at least five years of customer service, account management, or support experience; or  

• an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job. 

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS 

• Driver’s License