DCA Manager
will track team performance through contact monitoring, shadowing, activity review and other measures to ensure customers are receiving prompt, courteous and efficient service.
They will use reporting and data insights to identify and drive improvements in team‐level performance.
About the Role
Coach and develop a highperforming team capable of delivering highcustomer satisfaction through addressing inbound sales queries.
Monitor team performance and analyze reporting and data insights to identify and drive continuous improvement.
Report directly to the Senior Manager, sharing performance insights, escalating issues and driving improvement initiatives across the wider team.
Conduct performance reviews for team members.
About You
Bachelor's degree or equivalent practical experience.
Ability to speak and write in English and Spanish fluently.
Technical aptitude for internal business systems.
Ability to interpret performance d...