What We Offer:

• Tuition Reimbursement
• Employee Referral Program
• Health and Life Insurance Benefit
• Free Shuttle Service from office to the center of Montego Bay

What You’ll Be Doing:

• Sets expectations and leads team to achieve performance goals as established by leadership
• Coaches and develops team of agents/representatives to achieve performance objectives
• Administers Performance Management Process as needed to develop agent performance and behavior
• Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, customer service/ records retrieval techniques and compliancy guidelines
• Issues written and oral counseling for breach of conduct as outlined in the employee handbook
• Responsible for periodic evaluations on all team members/ACT’s
• Exhibits teamwork by building strong relationships with peers, superiors, and team members
• Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting
• Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

Supervisory Responsibilities:

• Directly supervises approximately 15 FTEs within a campaign under the Operations Department.
• Executes supervisory duties in alignment with organizational policies and applicable laws.
• Interviewing, hiring, and onboarding team members
• Monitoring performance and providing ongoing coaching and development
• Planning, assigning, and overseeing daily tasks and workload
• Conducting performance appraisals and managing recognition or corrective actions
• Addressing employee concerns and effectively resolving workplace issues

What We Expect You To Have:

Knowledge of:

• Campaign products and services
• Customer operating systems
• Company policies and procedures as outlined in the Employee Handbook
• Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook

Ability to:

• Build and maintain effective working relationships with team members
• Monitor, evaluate, coach, and develop team members for performance improvement
• Collaborate across departments and foster cross-functional relationships

Education and/or Experience

• Bachelor’s degree from a four-year college or university, or
• 1–2 years of related work experience and/or training, or
• Equivalent combination of education and experience

Language Skills

• Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and government regulations
• Proficient in writing reports, business correspondence, and procedure manuals
• Comfortable presenting information and responding to questions from management, clients, and the general public

Mathematical Skills

• Ability to perform calculations involving discounts, interest, commissions, proportions, and percentages

Reasoning Ability

• Capable of solving practical problems and handling variables in situations with limited standardization
• Able to interpret written, oral, diagram, and schedule-based instructions

Certificates, Licenses, Registrations

• Valid driver’s license or any government-issued photo ID

Physical Demands

• Regularly required to stand, talk, and hear
• Frequently required to walk and use hands for handling or control
• Occasionally required to sit, reach, stoop, kneel, or crouch
• Must occasionally lift and/or move up to 10 pounds
• Vision requirements include: close vision, distance vision, color vision, peripheral vision, and ability to adjust focus

Work Environment

• The role is performed in indoor environmental conditions
• The noise level is generally moderate
• Reasonable accommodations can be made for individuals with disabilities