• Manages and leads a team composed of at least 20 agents.
• Call listening and giving feedback/coaching to agents on how they can improve
• Taking call escalations
• Supports Operations Manager and performs management duties when manager is absent or out
of office
• Provides encouragement to tea-----------mbers, including communicating team goals and identifying
areas for new training or skill checks
• Assists management with hiring processes and new tea-----------mber training
• Answers tea-----------mber questions, helps with tea-----------mber problems, and oversees team
member work for quality and guideline compliance
• Develops strategies to promote tea-----------mber adherence to company regulations and
performance goals
• Conducts tea-----------etings to update members on best practices and continuing expectations
• Generates and shares comprehensive and detailed reports about team performance, mission-
related objectives, and deadlines
• Provides quality customer service, including interacting with customers, answering customer
inquiries, and effectively handling customer complaints
