- Supervise, support, and coach customer service teams through Team Leaders, fostering a culture of empathy, accountability, and continuous learning.
- Manage intraday operations, including staffing and scheduling adjustments, to achieve KPIs and drive operational agility.
- Monitor key performance indicators (response time, first call resolution, customer satisfaction, and retention) using data-driven insights and digital tools to ensure consistent achievement of targets.
- Collaborate with cross-functional departments to enhance the overall end-to-end customer journey, ensuring a seamless and personalized experience.
- Handle complex escalations, identify root causes, and implement sustainable solutions while promoting innovation and adaptability.
- Analyze performance data, prepare regular reports, and provide actionable recommendations to management for process improvement and digital transformation initiatives.
- Ensure strict adherence to call center policies, procedures, and global quality standards while championing employee well-being and engagement.
Bachelor’s degree in a relevant field.3+ years of experience in customer service, including 2+ years in a supervisory role. Solid background in workforce management and intraday performance monitoring.Proven ability to achieve service KPIs (Service Level, AHT, FCR, Quality).Strong leadership, communication, and problem-solving skills with a future-ready mindset.Awareness of emerging technologies (AI, automation tools, CRM platforms) is a plus.