Program Supervisor for Symantec -Responsible for ensuring that the group achieves the Service Level Agreement via communication of requirements and regular feedback on performance -Performs quality monitoring , remote, side by side, of agents and feedback findings -Provide weekly coaching to all agents discussing goals and performance from the previous week -Participates in quality calibration sessions ( local and US teams ) -Oversees and tracks downtime on all tools required to perform support -Oversees and tracks telecoms outage -Makes sure that action plans are effectively carried out for performance improvement -Contributes to other projects if requested