1. Drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.2. Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication.3. Maintains accurate and updated knowledge of all client procedures and systems.4. Ensure the team is clear on quality and service performance expectations and is striving to exceed these expectations.

1. Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.2. Coordinates and supervises the daily activities of the business or technical support or production team members.3. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring, and providing regular feedback.4. Handles escalated issues.

1. Provide front-line, first-level, technical assistance for consumers.2. Resolve technical problems, within a fast-paced, customer-facing environment.3. Handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience.