• Coaching Team members• Conducting OOO’s and performance reviews• Providing feedback to the Project Manager regarding the performance of the team• Implementation of Jetstar policy where applicable• Provide recommendations to the Operations Manager re staff scheduling• Conducting bomb threat tests• Take escalated calls and provide an outcome to the customer in line with Jetstar policy• Conduct training• Conduct chairs in• Conduct team meetings• Conduct remote monitoring and double jacking• Managing and conveying to Project Manager issues that impact the performance of the project• In conjunction with the Project Manager, initiate and implement incentive programs• Implement Jetstar policies in relation to compassion, schedule change, agent error and extenuating circumstances• Calling in or sending home of resources in order to achieve workforce targets• Facilitation of a team based environment• Provision of direction to the team relating to systems and policy related processing• Recognise and reward team and individual performance• Deliver team and individual based incentive programs• Ensure the team are familiar with all key targets and KPI’s• Understanding and application of queue management software (CCS and CCPulse)• Effectively manage a customer interaction, identify needs and offer a solution• Perform 6th week review for new agents completed their first month in academy• Performance management• Provide additional training when necessary