DUTIES AND RESPONSIBILITIES Handle escalated calls and be available when a Customer Service Assistant appears to need assistance Monitor queue and track inbound calls; keep agents aware of call waiting, service level rate, etc. Understand all organization's products, procedures, policies and guidelines. Communicate the same to all team members and ensure team's compliance. Coordinate with appropriate resource for resolution of urgent concerns & escalate critical issues to Management Protect sensitive information that must not be disclosed to Clients/Non-Clients/Sellers/Staff Motivate and encourage CSAs and Supervisors through positive communication and feedback Submit regular reports and seek new ideas and strategies to improve performance of the contact center Ensure a harmonious working environment for all team members JOB QUALIFICATIONS AND SKILLS REQUIRED Leadership - Takes control of situations and events; recognizes and reward others' performance; motivates; coaches; and develops others Problem Solving/Decision Making - Exhibits good analytical skills and explores alternative solutions to reach sound judgement. Confidently demonstrates readiness to make decisions. Customer Focus - Values the importance of delivering high quality service to internal and external customer in a responsive manner; takes initiative; and acting upon delegated tasks proactively Show more Show less