Summary:
Leads and manages the day-to-day operations of the contact center, ensuring exceptional customer service, appropriate triage routing, and alignment with Workforce Solutions performance standards.
Key Responsibilities:
· Supervise and support a team of Triage Specialists
· Monitor call volumes, appointment activity, and triage quality
· Track KPIs such as average handle time, customer satisfaction, and WAVE accuracy
· Coordinate with the specialized units for issue escalation and staff updates
· Facilitate training, coaching, and quality assurance
· Serve as the point of contact for regional leadership and career office coordination
The salary range for this position is $18.14 - $23.58 (Hourly Rate) Placement within the salary range is dependent on several factors such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is...
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