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. .
