December 2013 — Present
Leading teams of 12-15 through interactions within the Columbia Call Center.
Performing 1-on-1 and team coaching and development in order to meet performance objectives.
Ensuring that representatives schedules are updated correctly to reflect times on and off of the phones.
Discussing concerns and negotiating mutually beneficial agreements with high-risk/high-value customers.
Maintaining and upbeat environment for representatives throughout the challenges and victories of the day.