Key account-abilities included:• Real-Time People Management• Real-Time Report Management• Process Improvement• Client Relationship Management• Training & Development• Cross Functional Team Coordination• Quality Assurance

• Providing day-to-day supervision, coaching and communication and promote teamwork. Ensuring that all agents have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.• Conducting coaching training sessions each week. Providing feedback to all agents on their daily performance and behavioral activities in an effective and timely manner. Communicating expectations to new employees and providing timely business updates and changes.• Managing team KPIs and retention initiatives.• Participating in root cause analysis regarding business performance, attendance challenges and attrition under the leadership of service delivery manager.• Implementing all disciplinary actions in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for support professional.• Proactively managing Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluating the need for advanced actions based on attendance data and act accordingly.