Manage day-to-day planning and operations of the team
- Make sure that each of the Teammates delivers on his/her Service Level Agreements (SLAs) and achieves his/her Key Performance Indicators (KPIs).
- Organize and handle the team and make sure everyone adheres to their schedules
- Train and help in the development of the team by conducting team huddles and coaching sessions
- Evaluate strengths and weaknesses of the Teammates
- Offer solutions for the team’s growth and development
- Create reports of the team’s performance and document feedback for the client
- Manage issues that might arise, including HR-related ones
- Think of solutions creatively
- Act as the liaison between the management and the team
