• Ensure Critical Performance Metrics are met consistently • Provide innovative ideas to optimize internal metrics & ensure critical metrics are achieved • Perform audits and quality checks • Provide feedback to the agents on their performance • Ensure directives from senior leadership are percolated and acted upon • Build team spirit through group sessions, activities, and projects • Focus on retention of staff through career mapping & guiding team members • Advocate and follow organizational policies and procedures • Adhere to the information security requirements • Ensure all client deliverables met within timelines • Ensure productivity/quality enhancement and process meets all metrics