-Provides daily direction and communication to employees so that customer service chats are answered in a timely, efficient and knowledgeable manner. -Provides continual evaluation of processes and procedures. -Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. -Provides statistical and performance feedback and coaching on a regular basis to each team member. -Help and support the employees who has experience work and/or personal problems. providing appropriate coaching, counseling, direction and resolution. -Ensures employees have appropriate training and other resources to perform their jobs. -Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.Addresses disciplinary and/or performance problems according to company policy. -Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.