DiscountMugs

• Focus on improving service reliability through automation • Define, measure, and manage SLIs, SLOs, and error budgets • Analyze system performance and identify opportunities for improvement • Build and optimize monitoring, logging, and alerting systems • Reduce toil through automation and build reliability-focused tools • Enhance CI/CD pipelines for safe deployments • Participate in on-call rotations and lead incident response

• Coach and motivate call center representatives as they field calls from clients. • Hire employees and assist in the training process, ensuring agents are well prepared for calls. • Support agents after training by monitoring their progress and answering questions. • Provide ongoing coaching opportunities and inspiration for agents. • Ensure compliance with all contact center objectives, performance standards, and policies. • Identify operational issues and suggest improvements. • Monitor and evaluate agent performance, offering learning or coaching opportunities.