-Responsible for coaching and developing direct reports to ensure that the team is meeting all metrics required of their position. Advancing their skill sets and motivates performance while keeping a fun and healthy working environment.-Participates in call monitoring sessions ensuring that representatives are utilizing proper phone/chat etiquette and are updated on policies and procedures.-Handles all disciplinary situations appropriately and in a timely manner. Including proper documentation and execution.-Creates and maintains an environment that promotes positive communication within the department and foster teamwork within the organization throughout the company.-Provides feedback to associates within the team on soft skills and product knowledge, conducts team huddles to discuss issues, expectations and action plans.

-Handles a team of dialers and oversees the daily workforce operations for an inbound & outbound collections account.Monitors daily agent activities and schedule adherences.-Manages daily dialer operations and process.-Prepares Intra-day dialer reports and MIS dashboards.-Conducts forecasting of call volume and ramp planning-Certified Excel Trainer-Acts as the point person in case of any system issues or escalations.-Prepares adhoc-reports that may be required by the business.-Prepares daily, weekly and monthly performance dashboards that are published to different leaderships and clients.-Prepares the daily download for an outbound collections account that is extracted from the client server.-Responsible for creating projects focusing on process improvements using Lean or DMAIC methodology.-Prepares monthly agent scorecards and performance dashboards-Attends weekly meetings for headcount reconciliation (attrition forecasting, staffing capacity, etc)

- Inbound customer care and tech support for a US Telco account.

- Inbound customer support mainly handling credit cards activation focusing on up-selling.