Call Center Team Lead - (Cleveland, TN)

Duties & Responsibilities: Coaching and Development – Identify strengths and growth opportunities for agents. Review quality, attendance, adherence, and production reports and coach agents as needed Conduct weekly and monthly reviews. Track and maintain CSR productivity for weekly, monthly and annual Reviews Train and coach CSR’s on new and existing policies and procedures related to the department Provide intraday reporting to Management on daily call and/or application performance and expectations for meeting daily goal