Call Center Manager
June 1999 to September 2006

GENERAL PURPOSE OF THE JOB
Responsible for supervising the operational activities and providing leadership to Verso’s Customer Care Technical Support Staff. Decision making authority includes assessing staff’s training needs; mentoring and corrective action to staff; determining staffing requirements; and customer satisfaction management.

ESSENTIAL JOB FUNCTIONS

• Direct supervision of 20 or more technical support staff
• Plan, assign and review work of technical support staff
  Interview, select and evaluate the performance of technical support staff
• Ensure optimal service levels to meet or exceed established standards
• Ensure departmental productivity in accordance with business plan
  Day-to-day customer service and support management
• Ensure staff compliance with company and departmental procedures and controls
• Mentor and coach staff members to ensure the department’s and employee’s professional objectives are met.