Provide real-time support on assigned agents so they'll perform at their highest level.
Provide statistical/performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement.
Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
Responsible for creating and maintaining a high-quality work environment by constantly giving individual and group feedback.
Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.
Assist managers with daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going project...