Key Responsibility Areas: Manage team performance Provide effective coaching and constructive feedback to subordinates Take customer service and escalation when needed Holds team huddle/coaching session/goal setting/one on one as needed/required Handles escalated requests and research answers posted by associates to ensure customer satisfaction Reviews and analyzes performance data, creates action plans and monitors execution to ensure goals are met Holds regular check-in meetings with the client to keep them informed of the trends, changes and development within the team Facilitates learning sessions to enhance associate technical and communication skills Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad hoc tasks 
