Has worked in a known English or American Call Center before. Oversee all aspects of team member training and development related to programs and business needsAvailable according to US-based work hoursEnsure all company policies and procedures are adhered to at the centers. This includes promoting a healthy work environment with respect for all employeesOversee performance and quality standard reviews to ensure outcomes meet business expectationsProvide daily, weekly, and monthly Operations reports on the state of the business performanceTroubleshoots and creates action plans to quickly and effectively address problems.Identifies process improvement opportunities to drive operational efficiencies.Monitors all key metrics in support of meeting/exceeding initiative objectivesParticipates in and monitors selection process for SME’s and TL’sSupervise subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring

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