Assistant Manager CEC Associate Support

The overall goal of the Assistant Manager CEC Associate Support position is to provide support to core services associates in an increasingly changing environment to help ensure they achieve key performance metrics and enhance job effectiveness. This occurs through effective coaching and performance development during all phases of learning (new hire, nesting, and onboarding activities, in production, and career progress), as well as post training for new knowledge groups. Coaches associates and serves as Subject Matter Expert on systems navigation, processes, resources, and best customer service practices and acts as dedicated support for Core Services Managers. Monitors associate performance, provide feedback, and conducts training refreshers when necessary. Stays up to date on processes, policies, and system through various activities, such as call taking.