• Own communication with stakeholders and other teams, structure requirements, set priorities, and assure delivery commitments. • Manage the team effectively, understanding each member’s strengths and weaknesses, and assign tasks based on their abilities and development goals. • Own team capacity planning—tracking load, forecasting needs, and ensuring new hires, processes and tools are in place before capacity becomes a bottleneck. • Conduct regular 1:1 meetings, performance reviews, and implement measures to improve team performance as needed.

• 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.