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Manages the activities of supervisory associates and their subordinate work group(s) and/or exempt individual contributors for assigned area of responsibility. Monitors productivity and quality of outbound calls, inbound calls and documentation according to policies and procedures. Ensure proper workload distribution. Monitors team performance and takes appropriate action to ensure department goals are met.
Oversees all daily team activities and assigns tasks and responsibilities to appropriate team members. Monitors performance, quality, and productivity of team and take appropriate action to ensure guidelines and goals of the department are met.
Partners with different functional areas to develop launch plans to CommUnity Based Services projects such as concierge line, new advocacy states, etc.
Identifies concerns, brings issues to management's attention and offer suggestions for improvement.
Presents results to management, including data-driven business recommendations and alternatives.
Manages and develops direct reports who include supervisory and/or exempt professional personnel including but not limited to hiring, mid-year and annual reviews, coaching, counseling, training and performance management