Drive Team Metrics • Prepares and presents team performance reports to clients in WBR (weekly business review) meetings. • Manages the call queue, transaction monitoring on exception basis, completes call calibrations • Monitor team performance by way of goal planning, process adherence, daily reviews and review of KPI obtainment • Establish Consultant goals and conducts performance appraisals • Motivates team by developing rewards, recognition, incentive programs • Completes report / data analysis, action planning & execute business plans Manage People • Develop Consultants by using tactical coaching/ feedback and providing ongoing training • Schedule and conduct team meetings and provide constant communication on product and policy updates • Create and support programs that encourage employee engagement • Communicate with management on potential attritions, cost and savings opportunities • Partner with HR in disciplinary issues with Consultants including and up to termination recommendations Floor Support • Support Consultants & Senior Consultants by providing floor assistance to answer questions, assist in recovery, and approve refunds and credits • Take 2nd level customer escalations to provide product, administrative and technical issue resolution Administrative Activities • Responsible for managing schedule adherence and resolve time-keeping exceptions • Complete HR paperwork and direct Consultants to HR for leave approval and plan staffing coverage • E-mail management on program