Essential Duties and Responsibilities

Monitors associates real-time productivity to
achieve production and revenue goals.

Coaches and develops associates to improve
quality, performance and productivity. Develops and implements goals and
action plans as needed.

Addresses associate performance, conduct, and
attendance issues by consistently applying company policies and practices for
corrective counseling.

Motivates and rewards associates using company
and client incentive programs to drive results and maximize performance.

Ensures associates adhere to company and
client policies and standards.

Tracks and reports the
associates daily performance and productivity.

Monitors and maintains
work volume statistics.

Monitors associate’s calls to ensure employee is meeting
demeanor, accuracy, and conformity to company and client policies.

Takes escalated customer calls. Answers questions and recommends
corrective services to address customer complaints.

Assists in determining work procedures, prepares work schedules,
and expedites workflow.

Maintains the attendance records for associates using the
timekeeping system. Reviews attendance daily and edits as necessary to ensure
an accurate payroll is processed.

Completes and presents associate’s annual performance
appraisals.

Conducts job candidate interviews and makes hiring decisions
with assistance from HR.

Supervisory Responsibilities

Directly supervises 10-25 employees in a call center production
environment. Carries out supervisory responsibilities in accordance with the
organization's policies and applicable laws.

ACT provides equal employment opportunities(EEO) to all employees and applicants for employment without regard to race,color, religion, sex, national origin, age, disability or genetics. In additionto federal law requirements, ACT complies with applicable state and local lawsgoverning nondiscrimination in employment in every location in which thecompany has facilities. This policy applies to all terms and conditions ofemployment, including recruiting, hiring, placement, promotion, termination,layoff, recall, transfer, leaves of absence, compensation and training. ACTexpressly prohibits any form of workplace harassment based on race, color,religion, gender, sexual orientation, gender identity or expression, nationalorigin, age, genetic information, disability, or veteran status. Improper interferencewith the ability of ACT’s employees to perform their job duties may result indiscipline up to and including discharge.