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Job Description Leading and motivating a team (~15 FTEs) to meet and exceed personal targets and team SLA expectations (e.g. KPIs, productivity & quality) Managing Workflow in order to maintain overall department expected service delivery, including regular schedule and capacity planning Managing and being a POC for all customer and team related escalations Conducting regular one to ones, team meetings and performance reviews Defining, reviewing and providing ongoing, meaningful feedback on performance objectives to employees Taking measurable actions to monitor and increase engagement, motivation and retention of employees. Working closely with management team to resolve potential client escalations Key Responsibilities: .