SUPERVISORY CONTACT REPRESENTATIVE

Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work. Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls. Develops employee performance standards and makes formal and informational appraisals of work giving advice, counsel and/or instructions to employees as required. Investigates the most complex or sensitive customer inquiries referred by the Lead Contact Representative when issues cannot be resolved. Provides interpretation of regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries. Duties will be developmental in nature when the position is filled below the full performance level.