• Support a team of 15 customer service representatives through day-to-day responsibilities.• Support team managers in performance management and employee development.• Monitor employees’ performance and quality metrics for coaching purposes.• Build and execute coaching plans as approved by the team manager for each assigned team member to drive incremental performance improvement.• Point of contact for answering questions on troubleshooting and resolving customer issues within departmental policies and procedures.• Adapt coaching style depending on the situation and audience to provide specific and constructive feedback.• Implement departmental policies and procedures and ensure employee comprehension and adherence.• Take ownership of team escalations and leverage available resources to provide accurate and timely resolutions to ensure customer satisfaction.• Leverage leadership experience and team building skills to foster a cooperative, enjoyable, and positive work environment.• Handle assigned operational tasks, reports, and senior escalations in a timely manner.• Maintain consistency and alignment with peers, both regionally and globally.• Document and provide team reports of quality, productivity, behavior, and attendance.• Demonstrate expert-level knowledge on Tier I, II, III, and IV of customer service department levels.• Provide clear documentation on the methods and outcomes of all coaching efforts for each member of an assigned team.• Maintain positive trending on the performance and quality measures for an assigned team.• Maintain service level agreements on customer escalations.• Other operational and coaching tasks as assigned.