Directly manage 15-35 virtual team members and 1-4 supervisors in a competitive, consistently evolving financial setting. Coach agents to develop successful relationships with customers to drive results and retain business. Hire, train, motivate, reward, coach, and counsel direct reports. Oversee all elements of team development, document procedures, and conduct evaluation. Manage team workflow through delegation and task assignment. Handle issue escalation: monitor customer feedback and ensure compliance with regulatory policy. Maintain employee and project records. Administrative tasks, timekeeping, Workday transactions, access requests, hire/fire decisions, pay decisions.• Leverage coaching methodologies to develop team talents and promote professional growth opportunities.Statistically validate employee performance metrics.• Analyze and apply data points to identify opportunities for agents and leadership to improve service processes.• Innovate coaching strategies and activities to continually develop team member skills and optimize employee engagement. Track agent progress and devise challenges, awards, and contests to motivate performance.• Drive and support change initiatives • Serve on special project teams to identify process gaps and oversee procedural implementation. • Served as COVID rapid response team member for deployment of contact center agents, managing tech setup, Q&A, and problem solving. Served as Bank Fraud Unit documentation/verification leader.• Led cross-functional work efforts as “One Call, That’s All” leadership collaborator (2020, 2021) and business strategy collaborator in partnership with HQ and directors across enterprise.