Subject Matter Expert for United On Line -Conducts daily coaching with L1 agents regarding Post Contact Connection Rate (PCCR)  -Monitors progress in PCCR scores of L1 agents -Conducts team huddles with L1 agents so as to inform them of all updates -Creates troubleshooting articles to be uploaded in the knowledge base -Edits articles knowledge base for revision -Process callbacks full time -Ensures that buckets are clear from escalated tickets -Handles escalated calls -Responsible for assisting L1 agents with their questions and inquiries through VDN calls -Assists during nesting to ensure that floor performance is not affected during call certification and deployment of newbies -Responsible for giving out auxes to L1 agents