Teams at CNX

Supervises call center associates, monitors attendance and performance, coaches team members, addresses performance issues, ensures customer service KPIs and financial targets are met, handles escalated calls, leads team meetings, communicates expectations, and promotes company values.

Supervises training and quality functions by identifying learning needs, designing programs, managing trainers and quality analysts, monitoring performance, conducting audits and calibrations, and implementing improvement plans. The role analyzes quality data, ensures SOP and KPI adherence, leads client and internal business reviews, coordinates teams across locations, and communicates process updates to operations.

Leads recruitment strategy and a talent acquisition team, including sourcing, hiring programs, recruiting analytics, compliance, performance management, stakeholder collaboration, and diversity recruiting. Partners with HR and Compensation to improve attraction and retention strategies, maintains ATS and HRIS records, coaches team members, and ensures ethical, consistent hiring practices.