Responsible for the preparation and reconciliation of reports daily, weekly, and monthly of Call Center Shift statistics, Emergency Code Activation Logs, Call Center Rep statistics, EBS reports, Backup Emergency Code Activation Logs, On Call Change Logs, Call Quality, Operator Log in/Out reports, Shift Reports, and/or other reporting as needed to ensure all work is being completed and documented correctly. Responsible for managing a core group of team members and conducting bi-weekly meetings with core team members; performs call monitoring each shift staff member weekly, provides monthly call monitoring quality scores to Call Center Representatives, and documenting results; manages team members time off requests and overtime requirements.