Supervise a team of 10 – 15 associates, which includes providing administrative, management and technical support.

Responsible for coaching and developing associates, including one-on-one feedback based on daily, weekly and monthly performance.

Act as a mediator between management and associates.

Provides phone support as necessary including handling inbound calls, escalations and customer complaints.

Provide floor support, which may include assisting agents through floor walking, coordinating with Work Force regarding system issues and monitoring staffing adherence.

Responsible in helping OJTs get certified, this includes running an OJT Refresher Training Program.

Ensure confidentiality, integrity and availability of information critical to fulfilling the organization’s business functions.

Knowledgeable in the payroll process and ensures zero complaints on pay by providing HR and Payroll Dept. accurate information on time.

Responsible in creating Performance Appraisals for the reps on a quarterly and yearly basis.

Creates and executes change management for the program.

Involved in training, operation and awareness programs pertaining to Quality and Information Security Management System (QISMS).