Education Advisor

Supervisors/Team Leaders (Call Centre & Customer Service)
Ensures that all external email handling, inbound and outbound call procedures, and transactions are balanced between compliance and guidelines but flexible to the needs.
Identifies and implements policy and process improvements across the Service area that align with the company's strategic direction and/or provide better service to the members.
Ensures the Contact Center meets the service level standards outlined in the policy, preferably consistently exceeding distributors' expectations.
To ensure that Call Center services, including quality, are monitored regularly, measuring, and analyzing personal and organizational performances.
Ensures all escalated cases and priority issues are dealt with and resolved in a timely manner.
Provides leadership, development, and coaching of Team Leaders and Agents, mentors or gives direction to the team members, and provides training on best practices.
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