Provides direction and guidance to guarantee consistent achievement of key performance metrics
Achieves, measures, reports and communicates metric goal attainment for assigned team
Ensures accurate and timely communication of client and campaign issues to Manager Site Operations
Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents
Coaches, mentors and develops agent team for skills expansion and promotional opportunities
Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
Maintains current employee records on direct reports
Provides Subject Matter Expertise
Ensures training needs of subordinates are met
Modifies operations as needed to meet service level agreements under supervision of Operations Manager
Resolves escalated customer issues
Holds tea-----------etings on a regular basis with direct reports
