a) Resolution Specialist- I take escalated calls from my agents and provide the best resolution to the customers. I also provide assistance to my agents regarding any queries about Policies and Procedures so they will be able to provide the best resolution to the customer. b) Case Manager - This involves scrubbing my agents cases to verify if they are logging it accurately, if correct resolution is provided and if they are complying with business requirements. I also make sure that all cases are followed-up and resolved on time. c) Coach - I listen to my agents calls, audit and provide feedback. Coaching are also done based on the case logs. d) Care Detective - This is an extra role and responsibility assigned to me because of my excellent PNP knowledge. The Care Detectives Team is a select group that is assigned to accept questions and cases that are unique, new and too complicated for the agents and/or the regular specialists to solve, and these are coming from the entire floor.