Lead team members, fostering their professional development and growth through effective coaching, communication, and promotion of teamwork and cooperation.
Coach direct reports regularly to ensure performance metrics are achieved.
Identify performance-related issues, develop action plans, implement corrective action, and, if necessary, manage termination of employment.
Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs) and financial expectations.
Communicate expectations to employees and provide timely updates and changes.
Provide subject‑matter expertise in handling escalated customer calls as needed.
Manage team metrics and retention goals; participate in discussions about attrition causes and root reasons.
Collaborate with Site Leadership to develop actions that reduce attrition where possible.