Job Details

Summary: This position is responsible for managing and optimizing the performance of CMO Agents to meet all quality and service level agreements requirements determined by the business. Manages a team of 10 - 30 Agents. Acting manager for all escalations and decision making on floor periodically during a shift a week.

**This is a second-shift position with working hours from 4:30 PM to 1:00 AM, five days per week. One of those scheduled days will include a weekend shift.**

Responsibilities:

Management: 80%

• Manage the incoming transaction and system queues to ensure the department is performing within set Service Level Agreements
• Manage the agents to ensure at least the required minimum number of agents are actively processing per interval
• Manage the performance of all agents on team, including, mentoring, coaching, and conducting annual performance evaluations.
• Ensure completion of quality reviews.
• Complete transaction quality reviews on assigned agents
• Verify team member's payroll entries
• Primary point of contact for customer escalations
• Ensure all agents are working as scheduled
• Ensure the completion of the daily process of call-ins and recruit replacement guards
• Maintain clean work environment
• Adhere to all company policies and procedures
• Any other responsibilities assigned by management

Administration: 20%

• Maintain productivity reports ( service levels as well as productivity)
• Ensure the completion of all incident reports

Minimum Requirements:

• Associate's degree or equivalent work experience
• 3 - 5 years supervisory experience
• Previous security experience - preferred
• Previous Contact Center experience
• Proficiency in Microsoft Office; specifically Outlook, Excel, Word
• Accuracy and Quality expertise
• Problem solving/ conflict resolution skills

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee regularly required to sit; talk; hear; and use hands and fingers to operate a computer and telephone keyboard;
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting