Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel.  

JOB RESPONSIBILITIES
• Provides regular supervision and mentorship over subordinate staff
• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
• Facilitates daily agent coaching and development sessions in both written and verbal format
• Participates in client related activities to include client calibration sessions and project planning
• Identify and address agent training needs
• Manage team’s time entry to ensure 0% discrepancy rate
• Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)
• Manage financial implications of attrition and attendance by maintaining program-specific goals
• Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
• Completion of weekly Team Manager Scorecard for review with Operations Manager

OTHER RELATED DUTIES 
• Diffuse irate customer calls as applicable
• Provide agent support via handling escalated calls, as needed
• Maintain up-to-date employee files and documentation
• Ensure high level customer service is being practiced by all subordinate staff