The following duties are typical for this classification. Incumbents may not perform all the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.
Oversee associates daily work assignments.
Answers questions from associates.
Supervise a team made up of no more than a total of 10 Communication Analysts.
Review errors and coach associates in a timely manner.
Assists with assignments or responsibilities assigned by Communication Analyst Manger as needed.
Work on a team with limited supervision to complete daily assignments.
Completes daily system testing.
Test and provide feedback on new system updates prior to release.
Coach team to meet targeted call minute requirements.
Be knowledgeable of phrases, cryptic messages, slang/gang terms and other hidden messages and be able to communicate these to your team.
Exercises independence in the performance of responsibilities and work towards targeted goals.
Performs other related work as assigned.
Be familiar with policy and procedures, GEX processes, and each customer’s processes.