Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Responds to and resolves employee relations issues expressed by team members. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.