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• Conduct monthly 1x1s
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• Provide positive and constructive feedback and coaching
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• Promote a high performing culture with strong performance management.
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• Display a positive attitude
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• Identify training needs for specialists based on quality results, productivity statistics and customer feedback
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• Set clear expectations with goals and performance plans
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• Identify process improvements to increase efficiencies, streamline processes and decrease unit costs.
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• Ensure timely, accurate and consistent documentation of feedback sessions, projects, service issues, etc.
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• Provide accurate and timely reports and trending on results
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• Assist with the documentation of departmental policies and procedures.
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• Ensure new procedures are communicated/implemented by department members.
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• Act as a liaison with other departments within the organization and interacts with staff when resolving complex issues.
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• Provide accurate information and insight for budget forecast and analysis.
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• Assist with ad hoc projects when necessary.
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