Job Description

Key Responsibilities: Team Management: Supervise and support a team of customer service representatives, ensuring they meet performance and quality standards. Performance Monitoring: Regularly review team performance metrics and provide feedback to team members to help them improve. Coaching and Development: Provide ongoing coaching and development opportunities to team members to enhance their skills and career growth. Operational Oversight: Manage daily operations, including scheduling, workload distribution, and resource allocation. Customer Service Excellence: Ensure that the team delivers exceptional customer service and resolves customer issues effectively and efficiently. Reporting: Prepare and present regular reports on team performance, challenges, and achievements to senior management. Collaboration: Work closely with other departments, including Quality Analysts and Trainers, to ensure a consistent and high-quality customer experience. Continuous Improvement: Identify and implement process improvements to enhance team performance and customer satisfaction. Compliance: Ensure that all team activities comply with company policies and industry regulations.