Work under the direction and guidance of the Director of Government Client Services to: (1) establish individual and team performance goals and (2) develop a viable plan for tracking and reporting team members’ performance and goal achievement.

Serve as a problem-solving resource and trainer for team members.

Ensures that the Team Leads perform required agent call monitoring on a monthly basis.

Serve as a Government Department technical subject matter expert (SME) when working with Client Development team on implementation of new client service programs.

Work with Team Leads to ensure they have developed the weekly/monthly work schedule for the agents and to ensure that proper telephone coverage is maintained for the assigned accounts/contracts.

Approve time sheets for Team Leads and ensure that agent time sheets are corrected and approved in a timely manner.

Work closely with management to determine strengths and challenges of each team member for the purpose of their professional development and improving the overall team capability.

Maintain an awareness of any need for supervisory intervention related to products, services, or performance that could impact on delivery of service to a customer.

Provide ongoing written assessment of team members professional performance, including giving quarterly feedback and culminating into annual performance review input to the Director of Government Client Services.

Provide required reports to clients on a monthly basis. To include but not limited to CBA reconciliation reporting, telephone reporting and refund/exchange reporting etc.

Operations Manager, Government

Responsibilities

Qualification

Required

Benefits

Company

Ciazumano

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