• Ensure Critical Performance Metrics are met consistently
• Provide creative ideas to optimize internal metrics & ensure critical metrics are achieved
• Perform audits and quality checks
• Provide feedback to the agents on their performance
• Ensure directives from senior leadership are percolated and acted upon
• Build team spirit through group sessions, activities, and projects
• Focus on retention of staff through career mapping & guiding team members
• Advocate and follow organizational policies and procedures
• Adhere to the information security requirements
• Ensure all client deliverables met within timelines
• Ensure productivity/quality enhancement and process meets all metrics