Job Track Description:

\n\n Assists others in achieving goals.\n Manages performance appraisals and pay reviews.\n Manages training for 3 or more employees.\n Manages hiring and termination actions.\n Requires broad technical expertise and company/industry knowledge.\n Is accountable for program management functions.\n\n

General Profile

\n\n Accountable for team performance and results.\n Manages professional employees and/or supervisors.\n Adapts plans and priorities based on resource and operational challenges.\n Takes action based on policies, procedures.\n Receives guidance from managers.\n Provides technical guidance to employees, colleagues, and customers.\n\n

Functional Knowledge

\n\n Understands and applies concepts in the field of expertise. \n Has growing knowledge of other disciplines.\n\n

Business Expertise

\n\n Translates strategy and priorities into work product.\n\n

Impact

\n\n Positively impacts the level of service.\n Impacts the team’s ability to meet quality, volume, and timeline targets.\n Guides based on policies, resource requirements, budgets, and business plans.\n\n

Leadership

\n\n Builds team engagement to meet service and operational challenges.\n Provides recommendations for OT, operational expenses, and rollup data.\n\n

Problem Solving

\n\n Resolves technical, operational, and organizational problems.\n May take part in solving problems across a matrix.\n\n

Interpersonal Skills

\n\n Guides and influences internal and external customers, or agencies.\n\n

Responsibility Statements

\n\n Manages team members to deliver SLAs.\n Manages revenue optimization and reduction of penalties.\n Delivers quality, productivity, and compliance KPI reports.\n Coaches team members for continuous development.\n Identifies process improvement opportunities and deploys action plans.\n Manages delivery strategies and service line penetration.\n Performs other duties as assigned.\n Complies with all policies, procedures and standards.\n