• Set clear team goals and KPIs.• Manage the team to ensure that the planned production is achieved on a daily, weekly, monthly and yearly basis.• Analyze team production and give constructive feedback.• Ensure clear communication channels are in place, and being used.• Implement and enforce policies and procedures.• Oversee day-to-day teams' operation and performance.• Do regular performance evaluation to discover training needs.• Daily reporting of team progress and through put as well as identify areas of improvements within the team.• Drive continuous improvement in all aspects of the team and success of the business.

Review data to identify key insights into a business's customers and ways the data can be used to solve problems.

Project Delivery.Resource planning for the project to ensure there is adequate resources for delivery.Managing Team performance and coaching the team.Implement agent remediation training.Product and process management.

Reviewing project delivery to ensure quality is held.Managing quality reports and feedback process to the team.Coaching the team.Asses weekly progress of quality through weekly performance reports.

Customer Service and Support

Transcription.Data Entry.Web Research.

Monitoring the company's network and systems.