Oversee the performance of a team of agents through regular coaching, feedback, and quality assurance evaluations.

Identify process gaps, conduct reviews, and implement solutions to mitigate operational impact.

Participate in leadership meetings and contribute to team and departmental strategy discussions.

Manage administrative tasks including timecards, scheduling, and payroll updates.

Monitor and respond to multiple shared email inboxes in a timely and organized manner.

Handle escalated customer interactions and support agents with de-escala...