• call center capacity planning; • communicating with company clients; • agent, client and campaign analysis; • schedule creation and approval; • establishing KPIs as well as personal and team targets; • assisting with team members' evaluation process including creating feedback forms; • working on the motivating the agents and team lead and the training manager; • creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort, • providing coaching when required and presenting the team with a vision of the project objectives; • motivating and inspiring team members; • help with resolving dysfunctional behaviour; • striving for team consensus and win-win agreements; • assuring that the team members have the necessary education and training to effectively participate on the team; • encouraging creativity, risk-taking, and constant improvement; coordinating with internal and external customers as necessary; • familiarizing the team with the customer needs and specifications; • designing targets and standards, the development process, techniques and tools to support task performance; • assuring that the team addresses all relevant issues within the specifications and various standards within the established time frame; • establishing meeting times, places and agendas; • providing status reporting of team activities against the program plan or schedule; • keeping the project manager informed of task accomplishment, issues and status; • data entry; • data research; • translation