Resolution Specialist Level Two, responsible for the technical monitoring of call center help desk agents. The proactive coaching of agents on upgrading and the improvement of technical abilities and call handling skills along with sales techniques. Ongoing evaluations of performance, based on metrics and the coaching to those weaknesses. Responsible for the overall technical performance and along with other measured skills, such as soft skills and sales abilities of a team based support. Responsible for the handling of escalation originating from inbound calls. The monitoring of service levels and actively engaging outliers to resolve SLA issues