Responsible for the day-to-day activities of the Technical Support Representatives.

Acts as the first level of escalations and resolves all people issues within the team through regular feedback, one-on-one, and team meetings.

Evaluates the team’s performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.

Creates and executes realistic action steps and timelines for the team with strict attention to detail and performance.

Achieves team performance excellence to ensure high quality and high volume productivity.

Worked closely with Team Captain for escalated issues/risks that impact quality or performance relative to client expectations/SLAs in an expedient manner.

Promote performance excellence by demonstrating integrity, dedication, and accountability.