Manage and coordinate all aspects of an assigned strategic initiative that supports an entire site or the broader Participant Services organization
Responsible for high level of engagement with key business partners, leaders and/or clients
Oversee communication, preparation and performance execution of initiatives for Participant Services
Hire, train, coach, mentor and provide feedback to a team of participant Services reps, including all aspects of performance management and weekly call monitoring
Accountable for the overall performance of the assigned team in relation to department and business standards and objectives
Develop and monitor overall workflow and procedures to ensure and maintain quality, efficiency and effectiveness necessary to deliver positive customer experience
Create and oversee development of resource tools for representatives to maximize consistency in information and format delivery
Recommend relevant system enhancements and develop and implement changes to policies and procedures
What you will bring
Bachelor's degree, preferably in a business-related field
Without a degree, 5 years of additional management experience required
5-7 years of client service management experience preferably in a call center
Demonstrated ability to lead and support the strategic focus of an organization
Excellent organization, prioritization and planning skills required
