Responsibilities : • Acting as subject matter expert to TSS Associates on the floor and perform TSS duties if necessary • Assist in mentoring new and existing TSS Associates and ensure junior Associates are seated with senior Associates as necessary. • Assist Management in monitoring calls, perform quality audits, and carry out special requirements • Provide follow up to internal and external customer requests through email and by phone • Assist Supervisor in managing TSS Associates' breaks, lunches, work assignments, etc. • Other duties and tasks assigned by supervisor or manager