This employee provides leadership for the PAP Compliance Outreach Agents in matters relating to the servicing of customers. achieves call center and individual quality and productivity goals in accordance with established objectives manages individual projects while contributing to other operational initiatives outside of team responsibilities JOB FUNCTIONS Oversees agent workload, ensuring standard operating procedures are efficient and maximized for business performance Focuses and maintains performance efforts of the team on current business goals Ensures that the team of Representatives is conducting their responsibilities in a professional and courteous manner Serves as a knowledgeable and productive part of the managerial team Participates, implements, and monitors new initiatives to enhance the performance of the team and the center as a whole Oversees training of new Representatives assigned to the team and provides refresher training as needed Identifies opportunities for process improvements Ensures activities support the organization in achieving targets