**DCA Manager**The DCA Manager will track team performance through contact monitoring, shadowing, activity review and other measures to ensure customers are receiving prompt, courteous and efficient service.They will use reporting and data insights in order to identify and drive improvements in team-level performance.Members of this team earn a base salary and earn variable compensation based on team-level performance across volume of customer interactions, speed and quality of resolution, and customer satisfaction.
**About the Role**In this opportunity as a **DCA Manager**,** you will:- Coach and develop a high performing team capable of delivering high customer satisfaction through addressing inbound sales queries- Monitor team performance and analyze reporting / data insights to identify and drive continuous improvement- Report directly to the Senior Manager, sharing performance insights, escalating issues and driving improvement initiatives across the wider team- Report dire...