Essential Functions/Core ResponsibilitiesLead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperationCoach direct reports on their performance on a regular basis to ensure performance metrics are achievedIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectationsCommunicate expectations to employees and provide timely updates and changesProvide subject matter expertise in handling escalated customer calls as neededManage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and beha...