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.
• Improve proc...