Position Summary 

• Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par  with the standards set by the company and the client.
• Monitors the performance of each team member  against specified account / program metrics, and provides the necessary support and assistance in order  for metrics to be improved on, attained, or exceeded.
• Regularly performs tasks related to team  management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on  the team’s performance.
• Performs administrative duties for the team (i.e. payroll templates).
• Motivates  agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the  productivity of the account, and the overall profitability of the company.