Job Track Description:
- Assists others in achieving goals.
- Manages performance appraisals and pay reviews.
- Manages training for 3 or more employees.
- Manages hiring and termination actions.
- Requires broad technical expertise and industry knowledge.
- Is accountable for functional, operational, and/or program management.
General Profile
- Supervises daily tasks of complex business, technical support, or production teams.
- Sets team priorities to ensure timely completion.
- Coordinates work activities with other supervisors.
- Makes decisions based on policies, procedures, and business plans.
- Receives guidance from manager.
- Able to perform work unsupervised.
Functional Knowledge
- Understands and applies concepts in the field of expertise.
- Has basic knowledge of other disciplines.
Business Expertise
- Understands how to improve efficiency across related teams.
Impact
- Impacts the quality and effectiveness of the team and its contribution to the subfunction.
Leadership
- Sets priorities for and instructs employees to meet daily deadlines.
Problem Solving
- Resolves day-to-day technical and operational problems.
Interpersonal Skills
- Uses clear communication skills to exchange information and handle sensitive issues.
Responsibility Statements
- Delivers quality, productivity, and compliance KPI reports.
- Coaches front-line supervisors and tier 2 or 3 agents to enhance performance.
- Gives processes and business updates to the team.
- Examines known best practices for continuous improvement.
- Reviews performance statistics and addresses improvements.
- Engages with the client for regular business updates.
- Performs additional duties as assigned.
- Complies with all policies, procedures and standards.
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