• Reports faults and issues to the clients and IT personnel. • Creates monthly and daily campaign productivity tracking records' reports using MS Excel. • Handles technical escalations from agents / Administrative tasks. • Provides assistance in calibrating employees regarding updates on product specifics. • Quality assurance tasks performed to ensure the agent's calls meet the company requirements • Monitors production staffing in accommodating projected volume of queue. • Provide feedback/coaching to agents regarding their key performance indicators on a daily/weekly and monthly basis.