At a minimum, Vendor will staff the program with 1 Team Lead to manage a team of up to 12 Agents (1:12 ratio) appointed to provide Services. Team Leads will be dedicated to Services. The Team Leads will be responsible for managing day-to-day operations, call, email, chat, forum, and social media support interactions quality, performance according to the relevant service level metrics, compliance to guidelines and policies for providing the Services.

• 70% of their time is dedicated to coaching, shadowing and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.

• Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team's performance to continuous KPI achievement.

• Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.

• Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences with to-the-point communication.

• Able to adapt quickly to changes in workflows/processes/procedures/product features.

• Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.

• Able to clearly outline current performance drivers of their market and actions to improve.

• Maintain a professional and personable demeanor at all times.