Job Track Description: • Assists others in achieving goals. • Broad technical expertise and industry knowledge. • Ability to manage hiring and termination actions and training for multiple employees. • Manages performance appraisals and pay reviews for team members. • Accountable for functional, operational, and program management. General Profile. • Supervises daily tasks of the business, technical support and production teams • Responsible for team results • Works within established precedents and practices. • Evaluates and organizes information to solve for problems and challenges • Ability to work without supervision. Functional Knowledge • Comprehensive understanding of processes, procedures, systems, and concepts. Business Expertise • Ability to coordinate team efforts to achieve overall company and client goals. Impact • Directly impacts the quality of services provided • Supports and trains team members to impact end user experiences Leadership • Provides supervision including coaching and quality checks to support associate progress Problem Solving • Solves problems and evaluates possible solutions using past technical experience. Interpersonal Skills • Strong communication skills to share ideas and information. Responsibility Statements • Delivers quality, productivity, and compliance KPI reports. • Coaches and gives feedback to team members to enhance performance. • Shares processes and business updates with the team. • Supervises the team to identify coaching opportunities. • Recommends training interventions when necessary. • Outlines best practices for associate growth and improvement. • Performs other duties as assigned. • Complies with all policies and standards.