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Handle inbound customer calls regarding billing, payments, credits, fraud alerts, internet, cell phone services, and mortgage servicing. Provide accurate, timely assistance, document customer information while speaking, meet quality and productivity standards, and support service and sales goals. The role requires clear communication, multitasking, reliable attendance, confidentiality, basic computer skills, and accurate data entry.

Leads a call center team of 10–25 production associates and supervisors. Monitors productivity, quality, attendance, revenue, and work volumes; coaches employees; handles escalated customer calls; develops procedures and schedules; addresses performance and employee relations issues; conducts interviews and performance reviews; and ensures compliance with company and client standards.

Sources and screens candidates through outbound calls, job boards, social platforms, community outreach, and job fairs. Creates requisitions in Dayforce, conducts interviews and reference checks, coordinates hiring classes, manages background and drug screening compliance, updates recruiting dashboards and spreadsheets, and reports recruiting progress to management.

Monitors inbound and outbound calls, emails, and chat interactions for quality, accuracy, customer service, and policy adherence. Tracks performance data, identifies trends, prepares quality reports, facilitates calibration sessions, provides feedback to team leaders and managers, and supports customer listening programs and call-floor operations.

Supervises 10–25 call center agents, monitoring productivity, quality, attendance, calls, and service performance. Coaches and mentors staff, manages corrective counseling, motivates teams, tracks daily metrics, handles escalated customer calls, maintains schedules and payroll records, conducts performance reviews, and participates in hiring. Requires prior call center management experience, bilingual English/Spanish skills, strong communication, Microsoft Office proficiency, and a high school diploma or GED.