• Schedules all work assigned to the department and assigns TAC personnel to the appropriate shifts • Oversees and guides the work of the TAC personnel; maintains the quality and timeliness of work performed by the TAC • Coaches and mentors department personnel; assists in the hiring process; evaluates performance of TAC personnel • Assists with developing, collecting, tracking, and analyzing individual and department performance metrics • Evaluates and improves TAC processes and tools • Trains TAC personnel on the proper use of the call logging systems and databases, customer satisfaction "soft" sales skills and department policies and procedures • Tracks and reports TAC activities (call volume, calls abandoned, call waiting time, calls closed, agent performance, call reporting, etc.) and provides regular status reports to management • Monitors random telephone calls to determine adherence to established goals and objectives; takes corrective actions, when necessary • Develops detailed knowledge of the Company's quality management systems, policies and procedures and FDA compliance requirements • Maintains technical product knowledge and stays current with product trends, features and enhancements. • Records TAC hours worked in the timekeeping and payroll systems