• Supervise and manage the daily operations of the call center staff, including reviewing employee performance • Ensure all calls are handled professionally, accurately, and promptly, in accordance with company standards • Provide continuous training and coaching to staff, developing and maintaining training materials and procedures • Participate in the recruitment and selection process for all direct reports • Manage performance reporting and documentation for direct reports, ensuring all necessary records are maintained • Monitor calls for quality assurance purposes, providing feedback and coaching to ensure optimal performance and identify areas for improvement • Oversee ongoing training initiatives and ensure the quality of all training efforts, including maintaining an up-to-date resource manual • Proactively create and deliver reports and presentations for program leadership, partners, and clients • Assist with queue management and handle calls or case escalations as needed to meet service level or call center senior leadership requirements • Perform various administrative and operational duties as assigned by Senior Call Center Management • Evaluate employee performance regularly and recommend actions, including disciplinary measures or performance improvement plans when necessary • Contributes to team effort by completing other projects and tasks as assigned