**Position Summary**:Provide through monitoring agent performance, answering questions, training employees, and providing floorsupport.Act as a Bi-Lingual call center team lead.Schedule: Monday-Friday, 8:00 AM - 6:00 PM CST**Responsibilities**:- Provide support to agents by answering questions and assisting with calls.
- Report any employee issues or concerns to the supervisor.
- Monitor agent calls and provide quality assurance evaluations.
- Provide immediate feedback, including rewarding employee performance, coaching and counseling.
- Responsible for the collection and handling of sensitive customer data, including credit card numbers.
- Maintain client and customer confidentiality.
- Maintain all project productivity, efficiency, and quality goals.
- Arrive at work on time and adhere to attendance expectations.
- Assist in the training and development of new employees through demonstration, answering questions, observing and offering constructive...