I coach, develop, and sharpen agents' skills. I update my agents on all relevant issues as soon as they are released. I observe, provide feedback and motivate agents. I record, track and document agent performance on a weekly, monthly, quarterly and annually. I serve corrective actions and monitor conformity and improvement and I submit names of agents for reward and recognition for exemplary work attitudes. I develop action plans suited to individual agents that would help them remain a productive employee and eventually qualify for the next level, to become a member of the management team.