**Job Track Description:** + Assists others in achieving goals. + Manages performance appraisals and pay reviews. + Manages training for 3 or more employees. + Manages hiring and termination actions. + Requires broad technical expertise and industry knowledge. + Is accountable for functional, operational, and/or program management. **General Profile** + Supervises daily tasks of complex business, technical support, or production teams. + Sets team priorities to ensure timely completion. + Coordinates work activities with other supervisors. + Makes decisions based on policies, procedures, and business plans. + Receives guidance from manager. + Able to perform work unsupervised. **Functional Knowledge** + Understands and applies concepts in the field of expertise. + Has basic knowledge of other disciplines. **Business Expertise** + Understands how to improve efficiency across related teams. **Impact** + Impacts the quality and effectiveness of the team and its contribution to the subfunction. **Leadership** + Sets priorities for and instructs employees to meet daily deadlines. **Problem Solving** + Resolves day-to-day technical and operational problems. **Interpersonal Skills** + Uses clear communication skills to exchange information and handle sensitive issues. **Responsibility Statements** + Delivers quality, productivity, and compliance KPI reports. + Coaches front-line supervisors and tier 2 or 3 agents to enhance performance. + Gives processes and business updates to the team. + Examines known best practices for continuous improvement. + Reviews performance statistics and addresses improvements. + Engages with the client for regular business updates. + Performs additional duties as assigned. + Complies with all policies, procedures and standards.