**Job Track Description:** + Assists others in achieving goals. + Broad technical expertise and industry knowledge. + Ability to manage hiring and termination actions and training for multiple employees. + Manages performance appraisals and pay reviews for team members. + Accountable for functional, operational, and program management. **General Profile.** + Supervises daily tasks of the business, technical support and production teams + Responsible for team results + Works within established precedents and practices. + Evaluates and organizes information to solve for problems and challenges + Ability to work without supervision. **Functional Knowledge** + Comprehensive understanding of processes, procedures, systems, and concepts. **Business Expertise** + Ability to coordinate team efforts to achieve overall company and client goals. **Impact** + Directly impacts the quality of services provided + Supports and trains team members to impact end user experiences **Leadership** + Provides supervision including coaching and quality checks to support associate progress **Problem Solving** + Solves problems and evaluates possible solutions using past technical experience. **Interpersonal Skills** + Strong communication skills to share ideas and information. **Responsibility Statements** + Delivers quality, productivity, and compliance KPI reports. + Coaches and gives feedback to team members to enhance performance. + Shares processes and business updates with the team. + Supervises the team to identify coaching opportunities. + Recommends training interventions when necessary. + Outlines best practices for associate growth and improvement. + Performs other duties as assigned. + Complies with all policies and standards.