Identify opportunities to develop and/or recommend service skills enhancement tools and training and oversee the use of all Sales Skill Enhancement Tools such as Communication Coach, Witness Coaching/Development, Choice Air and any other proprietary tools.

Makes recommendations to improve center efficiencies and customer satisfaction. Ensures compliance and consistency in the application of company policies, Quality Assurance Standards and optimal resolution of escalation.

Directs the efforts of the Consumer Outreach Supervisory staff in order to optimize general service level goals other performance objectives, and morale, while enhancing their skills and productivity.Provides the Consumer Outreach Club Royale Coaches with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization.

Collaborates across RCCL departments to pursue and develop additional programs and processes to support new policies, procedures and opportunities such as Royal Casino sales and service programs. Develops and implements Consumer Outreach strategies and tactics in order to meet strategic goals.Responsible for meeting strategic KPIs while growing and contributing to overall business objectives, by managing the development and overall performance of the Consumer Outreach, Casino Royale Supervisors and Agents, specifically for the Royal brand.

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