Senior Agent serve as leads by setting an excellent example combined with engaging and bonding their team to achieve our daily, weekly, and monthly goals that contribute to the organization's growth.

Responsibilities are as follows and are not limited to:

• Ensuring representatives understand and comply with all business objectives, performance standards, and policies
• Work with other Senior Agents, supervisors, and managers to gauge lack of knowledge in existing team members so they can be retrained.
• Maintain a high level of knowledge in systems and processes to help update SOP’s when necessary.
• Oversee day-to-day operation
• Motivate team members
• Ensure that any reporting required is submitted each day at the appropriate times
• Maintaining updated knowledge of the account
• Schedule monthly shadow sessions for team members to get a better view of what improvements are needed
• Assist...