“Team Lead” means Personnel of Agency, its branch, subsidiary or subcontractor (if any), whose responsibilities shall include the following:

1. Building, coaching, and directing a team of Agents;

2. Identifying training and development goals for Agents and leveraging best practices for Agent development;

3. Ensuring Agents are adhering to the appropriate use of timekeeping;

4. Supporting Escalations as needed and handling Team Lead calls;

5. Reviewing and communicating weekly (at a minimum) performance, quality, and attendance reports at the individual and team level;

6. Using call monitoring, quarterly checklists, and certification checklists as provided in Client’s process and procedure documents;

7. Administering disciplinary actions according to Agency’s human resources policy and Applicable Law;

8. Coordinating reward and recognition programs;

9. Participating in special projects as needed and performing other duties as assigned; and

10. Providing suggestions to Program Lead who will liaise with cross functional teams to ensure goals are achievable.