Look after the team’s Key Performance Indicators, concerns, numbers or figures from Performance and Capability Metrics. Manages reports such as Team Score Cards, Interval Reports, Call Log Monitoring, QA Evaluation, System Check, CRM, Attendance and Daily, Weekly and Monthly Stats. In charge on the issuance of Due Process Memos, Coaching Logs and Corrective Actions. Maintains a computerized customer and prospect database; to provide historical records of customer sales Adhere to all current processes; to ensure a seamless delivery of service to clients Liaise and attend meetings as necessary, to perform duties and aid business and organizational development Attend training and to develop relevant knowledge and skills; to maintain technical knowledge Provide daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner Insure employees have appropriate training and other resources to perform their jobs. Respond and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. Share continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively