Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client. Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates); Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company. * Leads and manages a team of CSRs to meet or exceed call center operations goals, addressing customer issues and placing sales orders. * Conducts performance management activities, provides coaching and mentoring, and monitors team member performance to ensure goals are met. * Analyzes factors affecting team performance, implements solutions, designs incentive programs, and improves working conditions. * Ensures team members are updated on policies and procedures through regular training and communication of client updates. * Addresses grievances, manages compensation and benefits concerns, and ensures accurate tracking of overtime and night differential pay.