Essential Functions

• Supervise the day to day operational activities of a team who have responsibility for daily operational tasks in a customarily recognized department or functional area of the organization
• Manage and monitor daily work production to ensure appropriate time frames are met.
• Lead departmental/functional team meetings to address production and workflow related issues.
• Conduct monthly performance audits and evaluations, including QA of calls.
• Approval of purchasing within defined authority limits.
• Identify and recommend improvements to processes, systems and efficiencies.
• Write and conduct employee performance reviews and provide ongoing coaching and performance feedback
• Make hiring recommendations to management.
• Provide regular status updates and report to Manager.
• Generate and analyze reports such as Center Vu, Virtual Observer and Business Object.
• Accountable to management to ensure appropriate use of financial resources.
• Assist in maintaining supplier master records.

Requirements

• Bachelor's degree or equivalent combination of education and experience
• 3-5 years of directly related experience
• 2 years demonstrated experience in a lead or supervisory role
• Ability to interpret contracts
• Solid technical knowledge of systems and appliances
• Be familiar with company policies, contract coverage and compliance concerns
• Proficient with Microsoft Office applications with emphasis on Microsoft Excel
• Ability to deliver information in articulate and assertive manner both orally and written
• Successful track record of executing day to day operational responsibilities and projects in area of expertise
• Ability to implement and enforce processes to ensure compliance and quality
• Ability to establish and maintain effective working relationships at the departmental level
• Ability to communicate the function's vision and the department's direction, and set aligned goals for team