BA Software guy

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Responsibility + Expectations

1. Assist in Managing the day-to-day operation of the call center and digital team to meet forecasted results
2. Service levels – 80%
3. Answer rate – 60 seconds or less
4. Abandoned rate – Less than 5%
5. Average handle time – 7 minutes or less
6. Report weekly on overall results
7. Assist in Building, leading, and maintaining a dedicated team that is passionate about providing world class customer service
8. Effective recruiting, selection, and training
9. Performance management
10. Team member development
11. Build incentive plans that prioritize and reward defined behavior
12. Foster a culture of engagement and exceptional customer service throughout the organization which builds a team that delights its audience every day
13. Manage Timecards and PTO Requests
14. Supervise the tracking and management of Team Member timecards, ensuring accuracy and compliance with company policies.

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