TSR Team Leader
November 2012 — Present
Summary: Manage 30+ technical support agents while ensuring signature lease agreements with various vendors.
Coach, Observe, and Mentor agents.
Manage employee status, performance reviews, scheduling and various needs.
Trend possible outages nationwide and communicate with vendors daily.
Follow up with CEO Escalations, Allocations and contributions effecting SLA
Maintain and Coach agents on NPS, AHT and FCR
Track, Report and Administer training materials/documents