•To manage quality analysts and meet the needs of the business by demonstrating outstanding leadership and interpersonal skills
•Motivate team to achieve service goals through regular coaching.
•Contribute to management team objectives through teamwork.
•Ensure efficient performance of the agent group through balancing human and technical resources.
•Contribute to on-going improvement process.
•Administer policies and procedures to assure consistency.
•Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities.
•Execute disciplinary action when necessary.
•Monitor, coach and counsel representatives in an on-going development process.•Excellent written and verbal communication skills in both English and Spanish.
•Demonstrate the ability to work well with people, both internally and with the external customers.
•Strong organizational, administrative and time management skills.
•Prioritize assignments, follow-up ensure task completion and manage multiple projects.
•Ability to make quick, accurate, and appropriate decisions.
•Exceptional skills in keyboard and operating computer systems.
•Proven success in motivation and leadership
•Demonstrate the ability to successfully coach staff – Administración