01Overview
Role & responsibilities
Lead, mentor, and manage a team of 2025 customer support associates.
Drive team performance to achieve operational and customer experience goals.
Monitor and improve KPIs including CSAT, NPS, QA, Productivity, Attendance, Shrinkage, Attrition, FRT, and AHT.
Conduct regular team huddles, coaching sessions, feedback discussions, and performance reviews.
Handle customer escalations and ensure timely resolution of critical cases.
Identify performance gaps and implement action plans for improvement.
Ensure adherence to organizational policies, processes, and compliance requirements.
Collaborate with internal stakeholders to drive operational improvements and process enhancements.
Support recruitment, onboarding, training, and employee engagement initiatives.
Maintain high levels of team morale and employee satisfaction.
