Duties & Responsibilities:

Manages performance and behavior of Team leaders through effective 1:1 meeting, coaching, and mentorship.

Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.

Ensures that Team Leader has a clear understanding of the performance and behavior criteria and how it impacts performance and the overall customer experience.

Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.

Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.

Participates in daily Kaizen events to identify and implement process improvement change initiatives.

Conducts Seller interaction audits and provide coaching to improve performance.

Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

Liaise with other departments such as HR, Finance, or IT teams as required to resolve Operations issues.