LOCATION:ON-SITE IN MADISON, WI POSITION CONTINGENT UPON AWARD OF CONTRACT SUMMARY: Assist the Supervisor in the call center operation in accordance with policies and procedures. Ensure smooth call center operation during shift. ESSENTIAL FUNCTIONS: • Monitor the operation in accordance with policies and procedures. • Train and coach team members in conjunction with supervisor. • Responsible for shift schedule to include, work station assignments/rotations with supervisor. • Coordinate production startups, shutdowns, and changeovers with supervisor. • Responsible to meet shift goals. • Responsible for quality control. • Make adjustments as necessary during shift to maintain compliance within specifications. • Operate within standard operating procedures (SOPs). • Communicate with Supervisor. • Ensure a clean and safe work environment. • Complete shift paperwork. • Assist in assigned department as necessary. • Other duties as assigned. QUALIFICATIONS REQUIRED: • Strong reading, writing, and arithmetic skills required. • Computer literate with the ability to learn customer service software applications. • Duties require professional verbal and written communication skills • Ability to type 30 wpm. • Work requires willingness to work a flexible schedule including days, nights, holidays and weekends. QUALIFICATION • High school diploma or equivalent.