- Manage the team on a daily basis and provide first-hand support to team members.- Manage and monitor team's utilization rates, productivity, and adherence to ensure the final goals are met- Proactively identify and resolve issues from the team internal escalations that may impact the customers by coordinating with the Subject Matter Expert, QA and the team.- Coordinating with QA team to train new hires as a preparation to be ready to conduct the responsibilities of their role and to provide the existing teams with intensive mentoring and coaching to improve the quality of services and customer experience. - Conduct a weekly analysis and manage the weekly reports to the Management & Stakeholder regarding the performance metrics, and report any other issues that may impact the team and its performance.- Conduct coaching to agents, provide feedback, action items on improving service quality & CSAT- Complete and conduct mentoring & internal training to keep Agent up-to-date with the weekly internal product and internal compliance updates.

- Assisting and Troubleshooting Google's Top Tier, High Value Clients regarding Google Ads Accounts, Google Analytics, Google Tag Manager, and Merchant center.

- Providing insights, troubleshooting and insights for Google Ads Campaign Optimization, including Search, Display, Video, Shopping, and Universal App Campaign (UAC) for the SMB Clients- Assist in troubleshooting Google Analytics, GTM, Merchant Center.