Newark, Delaware20 days ago
Partner with Workforce Management (WFM), Quality Assurance (QA), Learning & Development (L&D), and Operations to analyze performance drivers such as Average Handle Time (AHT), After Call Work (ACW), repeat calls, transfers, escalations, and support line usage. This role leads the performance management framework, coaching culture, and operational discipline across agents and leaders, with a strong emphasis on service quality, efficiency, and continuous improvement.