* Prepare and manage the weekly work schedule, ensure to update regularly to accommodate exceptions such as sick leaves, vacation days and training sessions.
* Generate weekly call reports from RingCentral to make sure service levels are being met, while identifying any anomalies (both positive and negative) that can be used for coaching and improving team or individual performance. […]
* Ensure that all inbound TAAP emails are acknowledged within an average of 4 hours of receipt, maintaining timely communication and responsiveness. […]
* Maintain compliance with the contracted Service Level Agreements...