• Job Discipline Description: Develops and implements training activities directed at developing employees in competencies such as teamwork, management skills and problem solving.• General Profile: Supervises the daily activities of a large and/or moderately complex business or technical support, production, or operations team and is accountable for the results of the team. Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors. Solves problems by applying acquired expertise and analyzing information. Decisions are guided by policies, procedures, and the local business plan; receives guidance and oversight from manager. Coaches team members on performance, completes employee performance evaluations and recommends pay actions.• Recommended Skills Functional Knowledge: Requires understanding and application of operational procedures and practices within own area and basic knowledge of other areas.• Business Expertise: Understands how the team relates to other closely related teams to improve efficiency of own team.• Leadership: Accountable for the results of a large and/or moderately complex support, production, or operations team including subordinate work team leads.• Problem Solving: Applies acquired expertise to analyze and solve problems without clear precedent. • Impact: Impacts the level of service and the team’s ability to meet quality, volume, and timeliness objectives within their area Provides input on resource planning and policy development.• Interpersonal Skills: Uses tact and diplomacy to exchange information and address sensitive issues Has developed communication skills with the ability to exchange complex information.

• Develops and implements training activities directed at developing employees in competencies such as teamwork, management skills and problem solving. • Supervises the daily activities of a small to medium-sized, routine business or technical support, and/or production team and is accountable for the results of the team. • Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors Solves problems based on practice and precedent. Decisions are guided by policies, procedures and the local business plan; receives guidance and oversight from manager. • Trains team members and provides input to employee performance evaluations. • Requires understanding and application of operational procedures and practices within own area. • Understands how the team relates to other closely related teams to improve efficiency of own team. • Accountable for the results of small to medium-sized routine support, production, or operations team. • Uses practice and precedent to resolve day-to-day problems. • Identifies and selects solutions through the application of acquired (technical) experience and is guided by precedents. Impacts the level of service and the team’s ability to meet quality, volume, and timeliness objectives within their area Guided by local business needs and established practices Interpersonal. • Uses tact and diplomacy to exchange information and address sensitive issues.

• Maintain program goals by utilizing behavior based coaching. • Ensure all representatives are trained and updated on new policies. • Coordinate and administer training for new representatives. • Coordinate and administered training for new supervisors. • Complete and distribute daily productivity reports. • Responsible for customer retention. • Communicate with all levels of organization.