• Lead, organize, motivate and coordinate the day-to-day workflow activities of associates • Act as a SME for the department to answer procedural questions and assist in resolving complex or escalated issues • Assist with inbound/outbound activity and/or assigned projects • Ensure cooperation and coordination with other departments in the company • Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains • Handle highly escalated supervisory type calls and other temporary assignments • Mentor team based on low production or quality results • Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training as needed.