Responsibilities Monitor the daily front facing operations and supervise the Member Service Generalists in the New York City office and other various TEF locations; assist in evaluating departmental performance and develop strategic plans to improve current operations.
Collaborate with management team to with organize new methods to resolve immediate staffing, workflow issues to assure departmental and organizational goals are met within service standards Coach call center staff through challenging customer service issues.
Assists in the hiring, onboarding and training of the Member Services Generalists.
Assist in analyzing call center data to report trends of incoming calls, backlogs, system errors and malfunctions, as well as prepare reports for the management team.
Assists in evaluating staff effectiveness and performance on an at-needed basis and provides input into annual performance evaluations.
Prepares work schedules of Member Services Generalists to ensure sufficient coverage in the call center and at reception areas.
Perform additional duties and projects as assigned by management Qualifications Bachelor’s degree or equivalent years of experience required Minimum five (5) years’ experience in overseeing administrative office function to include two (2) years of supervisory experience required Excellent written and verbal communication skills Knowledge of unions and labor relations preferred Bi-lingual Preferred (e.G., Korean, Cantonese, Russian, Spanish)