Ensure smooth day-to-day operations, maintain high levels of service quality, and implement strategies to meet performance targets. The ideal candidate will excel in coaching, problem-solving, and improving overall team productivity, while ensuring that customer inquiries are addressed effectively and efficiently.

Monitor agent performance and provide weekly documented coaching sessions.
Work on weekly payroll to ensure agents are paid correctly (Tress / Excel / Outlook).
Generate weekly agent bonuses based on their performance (Excel / Outlook).
Schedule agent time off in a way that avoids negative impact to KPIs.
Ensure that all calls and interactions meet the company’s quality standards. Conduct call monitoring, provide constructive feedback, and take corrective actions as needed.
Conduct regular audits of systems and files to ensure accuracy and compliance.
Prepare and present performance reports, documenting team achievements and areas for improveme...