Analyze performance results and implement department improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner. Analyze and maintain all Client Service Level Agreements. Ensure department operates efficiently according to client and company measures. Maintain understanding of client specific training. Resolve escalated customer complaints. Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department. Work with support departments to ensure staffing strategies are effectively executed. Achievement of budgetary measurements. Maximize revenue generated efficiency. Support long and short term financial projections. Responsible for expense management. Support the data collection for billing process, including ISRS, billable/non-billable hours. Development, maintenance and testing of the project's business continuity plan. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements.

Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members. Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal. Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution. Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.). Through coaching, ensures Agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance. Able to take end-to-end ownership of employee issues that require liaison with others. Use and promote Company recognition programs and understands the direct correlation between recognition and retention. Meet or exceed all deadlines for reporting. Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution. Demonstrate teamwork by supporting and assisting other Team Leaders as necessary. Effectively use business standard oral and written communication skills on a daily basis.