• Oversee daily operations, allocate tasks efficiently, and ensure deadlines are met while maintaining adherence to quality standards • Provide guidance, feedback, and professional development opportunities to team members, including junior leaders • Develop and implement plans to achieve team objectives, set clear goals, and monitor performance metrics to identify areas for improvement • Coordinate workflows, implement process improvements, and enforce operational policies and procedures • Address escalated issues, mediate disputes, and foster a positive, collaborative team environment • Act as a liaison between the team and higher management, ensuring alignment with organizational goals and facilitating cross-functional collaboration • Conduct regular team meetings, performance reviews, and provide actionable feedback to enhance productivity and engagement • Organize activities to enhance cohesion and morale, ensuring a collaborative team dynamic • Senior Team Leaders often mentor junior leaders and contribute to succession planning within the organization • Manage Customer & Consumer expectations & escalations with confidence, ensuring that requirements are understood and delivered within agreed timescales • Recruit, train, and provide continuous coaching for contact center staff • Work with the Global QA department to ensure consistent and high-quality consumer experience and outcomes • Prepare reports and analyze contact center data to identify trends, improve processes, ensure resources are properly allocated to maximize efficiency and customer satisfaction • Ensure compliance with company/country policies and procedures, as well as legal regulatory requirements

• Provides direction on inventory to team members, daily. • Monitors inventory backlog, reviews reports (timely filing, aging, other) to ensure compliance with client protocols. • Reviews and summarizes accounts up to a designated amount for closure based on standard operating procedure for each client. • Conducts one-on-one meetings, monthly to provide coaching and mentoring to team members. • Retrieves and analyze reports relating to inventory workflow to ensure the correct accounts are being worked on by team members. • Escalates complex, complicated, or challenging accounts to management to ensure accounts are progressing effectively.

• Provides direction on inventory to team members, daily. • Monitors inventory backlog, reviews reports (timely filing, aging, other) to ensure compliance with client protocols. • Reviews and summarizes accounts up to a designated amount for closure based on standard operating procedure for each client. • Conducts one on one meetings, monthly to provide coaching and mentoring to team members. • Retrieves and analyze reports relating to inventory workflow to ensure the correct accounts are being worked on by team members. • Escalates complex, complicated, or challenging accounts to management to ensure accounts are progressing effectively.

• Oversee daily team operations, ensuring tasks are completed accurately, efficiently, and on time • Review end-of-shift reports to track productivity, workload, and team coordination • Act as the main point of contact for team members, providing guidance and support when needed • Coach and mentor team members, including conducting regular check-ins and performance feedback • Lead onboarding and training of new hires, and support ongoing team development • Work directly with U.S. clients to review deliverables, align on priorities, and identify support opportunities • Assist clients with system improvements, including implementing new tools or software features • Prepare and present team performance and productivity reports (weekly/monthly) • Help improve internal processes by updating SOPs, templates, and training materials • Ensure compliance with company policies, quality standards, and risk controls • Support basic people management functions such as performance evaluations and development planning • Escalate risks or issues to management when necessary