• Leads and manages a team of CSRs in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues/complaints,). Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis.• Conducts performance management activities for team members supervised. Conducts timely planning, assessment and feedback meetings as stipulated in the company’s performance cycle. Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets. Monitors each team member’s performance throughout the shift, providing assistance, coaching and mentoring as necessary. Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.• Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account/program. Utilizes tangible and quantifiable data as a basis for providing rewards and recognition, as well as a means for coaching and mentoring. Maintains transparency with the group on team/individual performance achieved.• Prepares and submits reports on team performance to the Operations Manager. Discusses overall team performance in relation to the objectives of the Company and the program/account.• Ensures that all team members are aware of policy and procedural updates by coordinating for/facilitating recurrent training of agents. Gathers information on Client updates on policies and procedures, and conducts weekly training sessions that center on procedural updates/changes in order to familiarize agents.• Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor.

• Leads a team of 15-18 Customer Services/Sales Representatives to achieve required call performance on assigned program and ensure service levels, sales and productivity targets are met or exceeded.• Listens to recorded and live calls for evaluation and coaching purposes in adherence to QA guidelines in enhancing agents’ call handling, communication, customer service & selling skills.• Analyzes call statistics to ensure performance and quality standards are met.• Resolves worker issues or submits unsettled issues to the HR Department for appropriate action.• Handles supervisor calls and oversees escalation queue.• Trains new employees to ensure professional, performance and quality standards are met.• Monitors call volume to ensure appropriate staffing levels are maintained to service clients.• Conducts meetings to ensure accurate and timely communication of client and campaign issues to and from the team.• Reviews and submits all required reports and staffing requests, and maintains transaction reports and attendance/time records.• Delivers performance reviews of team members, conducts disciplinary interview/counseling, and completes and files all necessary HR documentation.• Participates in client quality calibration sessions. • Propose site-wide initiatives on attendance, performance, promotions and generally account enhancement.

• Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving call quality and performance metrics.• Trains agents on new program and product updates not limited to Business Processes and Product Details.• Develop Performance Improvement Plans to achieve targets and monitor for progress.• Take escalation calls and support agents that need real-time assistance.• Monitors live or recorded calls and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally.• Assists Workforce in maintaining balance of staffing on all line groups and ensure service level is met or exceeded.• Process regularizations, promotions, resignations and terminations of agents as mandated by company guidelines.

• Meet and exceed set targets through managing operational performance, attendance, and quality of products and services delivered by each CSR within the team.• Responsible for achieving employee, client, and shareholder satisfaction through effective people leadership.• Take full responsibility and the required action on disciplinary procedures.• Ensure that all members of the team meet targets consistently.• Have a clear understanding of quality expectations for the different clients and projects.• Review and evaluate performance reports.• Monitor with Clients as scheduled.• Take escalations and provide real-time feedback.• Supervise, monitor, coach and train agents on product updates.• Review, evaluate and develop performance development plans or learning curves.• Monitor calls and provide real-time feedback for performance improvement.• Process regularizations, reviews, applications, and resignations of employees.

• Provides customer service and tier 1 technical support to customers regarding portable audio equipment. Communicates with customer on the phone and provides information and assistance on product use and hardware.• Operates computer/on-line guidelines for the purpose of responding to customer inquiries on function or replacement of defective parts.• Resolves customer issues on the first call/contact whenever possible without having to transfer caller.• Completes, processes, and maintains applicable paperwork and records.• Interact positively, courteously and professionally with customers, employees and clients.• Follow defined procedures and deal with different and unspecialized situations.• Follow and carry out instructions in a step by step manner.• Read and interpret operating and maintenance instructions manuals.• Adapt to changing priorities and meet deadlines.

• Performs sales process from initial point of contact, presentations, proposals, contract negotiations and execution.• Markets textbooks and scholastic enhancement materials to private schools.• Manages the collection of payment from the client schools.• Handles the demands and requests of the clients and meeting or exceeding minimum annual sales objectives.