1. Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing orders). Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.

2. Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the companys performance cycle.

3. Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are capable of handling complex customer calls

4. Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.

5. Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor.

6. Acts as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company's policies / procedures

7. Attends to Compensation and Benefits concerns of assigned CSR's, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracks and indicates hours of overtime