Teams at InteLogix

Supervise and develop a customer service team supporting a financial services account. Monitor KPIs, quality, productivity, accuracy, compliance, and customer experience. Coach employees, manage escalations, identify operational risks and process improvements, and collaborate with workforce management, quality, training, and compliance teams. Ensure secure handling of sensitive financial information and communicate performance trends and operational needs to leadership.

Supervise contact center operations and Customer Service Representatives by managing staffing, training, performance, accountability, coaching, call monitoring, and quality improvement. Maintain client relationships, enforce policies, address performance gaps, analyze trends, and execute action plans aligned with KPIs. Provide real-time call support, communicate procedures, prioritize assignments, and escalate caller needs while supporting a fast-paced, onsite environment.

Supervise customer engagement teams by managing performance KPIs, conducting team meetings, coaching agents, completing quality audits, and maintaining performance documentation. The role includes monitoring attendance, adherence, productivity, customer satisfaction, and quality metrics; addressing performance issues; managing attrition; reviewing call-outs and coaching reports; and ensuring timely completion of coaching and corrective-action records.