Job Description
**Key duties and responsibilities**:
- Managing team, as well as meeting KPIs and company goals.
- Monitor individual and team performance.
- Identify areas of opportunity and create plans for action for improvement.
- Manage employee schedules, monitor calls and provide support with questions regarding the product.
- Lead, motivate and train staff to meet established goals and objectives.
- Monitor performance, provide and document constructive feedback to ensure quality and procedural compliance.
- Establish and execute development plans to ensure continuous improvement in operational proficiency, quality and customer satisfaction.
- Ensure timely evaluation of employee performance and incentive tracking.
- Take escalation calls and turn them into learning opportunities.
- Elaborate and execute motivational plans and activities to promote a great working environment.
- Prepare for weekly and quarterly business review meetings.
- Coll...