Essential Duties and Responsibilities:
Manage the daily operations and the productivity of direct reports. Ensure that objectives are consistently met, such as the required service levels and KPI’s for Calls and Chats.Conduct regular performance reviews and provide consistent feedback to direct reports and management. Monitor performance and implement improvements.Ensure resolution time frames are achieved along with the delivery of quality customer service.Coordinate and monitor the work product between Tier 1 Agents and resolution partners.Continually review internal application systems, procedures and processes to ensure operational efficiency.Work closely with Senior Support by communicating Team’s expectations; planning, monitoring, and appraising Team’s results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.