YOUR KEY RESPONSIBILITIES: Establish efficient floor monitoring management: Supervise Appointment Coordination Experts (“ACEs”) to ensure proper protocols are being followed. Monitor and manage outbound lists to ensure daily productivity. Take initiative to create/suggest process that can help the floor function efficiently. Oversee QA procedures effectively: Evaluate calls to ensure call quality. Provide one on one coaching using evaluations. Ensure ACEs are using proper procedures in a timely fashion. Establish effective communication: Maintain open communication with team and regular Team meetings. Assist the team with any questions to set them up for success. NCC Career Development tasks: Conduct monthly reviews with ACEs to complete performance reviews and coaching to ensure maximum quality and production. Depending on the performance, provide the ACE’s with a Performance Improvement Plan (“PIP”) and ensure proper steps are taken. YOUR GOAL: Meet or exceed call quality expectations Annual Employee Turnover Effectively trains team members on NCC procedures and guidelines YOUR QUALIFICATIONS: Minimum two years call center experience Proficient with Microsoft Office Suite or related software YOUR SKILLS Strong desire and motivation Strong learning agility Positive teamwork and collaboration skills Effective communication and interpersonal skills Efficient in planning, organizing and time management Proficient research and analysis skills Takes initiative and remains adaptable Demonstrate technical proficiency