· Ensure that calls are handled professionally
· Provide direction and guidance to guarantee consistent achievement of key performance metrics
· Achieve, measure, report, and communicate metric goal attainment for assigned team
· Ensure accurate and timely communication of client and campaign issues to Manager Site Operations
· Consistently achieve goals for number of call monitoring per week and scores for assigned team of customer service agents
· Coach, mentor and develop agent team for skills expansion and promotional opportunities
· Perform other duties as assigned