Multi tasking is a big part of the day to day activities.
Assistant Manager Member Services (Current Employee) – Southfield, MI – November 30, 2015
Responsibilities include training team members, planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. In 2015 my direct reports ranged from 12 to 22 MSRs.
Monitor KPI (Key Performance Indicators), make course corrections as necessary, and continuously make improvements to ensure call agents are operating efficiently, meeting/exceeding all quality and service level goals. Taking over escalated calls or call backs to resolve any issues.
Assume full responsibility for the operations of the team during any absence of the Member Service Call Center Manager.
Subject Matter Expert to the internal Lines of Business and other internal departments, to provide guidance, and answer questions.