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 perfo...