1. Supervises 18-25 Agents 2. In charge of monitoring the agents in terms of their production goals such as AHT, Bottom Box or CSAT, On the Phone behavior,Adherence, Variance, Attenadance, Punctuality and QA relatedconcerns. 3. Coaching Agents with regards to their strengths and weaknesses with their performance to enhance and maintain the production goals 4. Floor support for Supervisor calls 5. Assists the Operations Supervisor as well as Operations Manager