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Monitor and supervise Team Leader/s and Customer Service Associates to ensure Key Performance Indicator’s (KPIs) are met and exceeded

Manage financial implications of billable agent utilization thru attrition, attendance , schedule adherence and incentive roll-outs.

Maintain up-to-date CSA records, disciplinary action documentation, and personal development plan (PDP) records

Set expectations and accountabilities clearly with Team Leader/s and Customer Service Associates and manage corrective and/or preventive action plans to achieve and exceed performance standards

Coordinate and participate in the completion of all production standards and/or make recommendations for improvements in overall production, including policies and procedures

Manage staffing in accordance with program specific workflow (i.e. downstaffing, upstaffing)

Complete and review weekly Team Leader Scorecard for performance and coaching dialogues.

Oversee Team Leader’s levels of efficiency in handling their respective agents and quality assurance representatives and delegate certain tasks that will develop their leadership, problem solving and decision making skills

Communicate with the Senior Operations Manager, Operations Manager and/or Account Manager to revise specific goals and plans in accordance with current conditions

Review and revise reports to determine progress and status to attain specific objectives

Recognize Team Leader’ and Quality Assurance Representative’s needs and expectations and carrying out necessary administrative duties

Attend, coordinate and resolve employee escalations thru the appropriate department

Plan, develop, and implement policies and goals per Team Leader or unit assignment

Develop Team Leaders for future advancement when possible

Perform other duties and responsibilities that may be assigned from time to time