Manage and direct the daily activities of the Heroes, including creative resource planning and implementing call center strategies and operations.
Provide meaningful career and professional development to Heroes, in partnership with leadership development staff.
Carry out needs, assessments, and performance reviews for Heroes.
Setting and meeting performance targets for efficiency and quality.
Ensure that the Service Delivery processes and team meet Enshored and client-specific KPI targets.
Practice and ensure compliance with all policies and procedures of the company.
Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.
Coordinate with Recruitment, and IT, and liaise with the HR team