Job Description
- Lead and manage a team of customer service agents in a contact center environment - Conduct regular 1:1 meetings and team huddles for coaching and performance tracking - Monitor KPIs such as SLA, CSAT, shrinkage, attrition, and productivity metrics - Analyze daily operations using dashboards and reporting tools - Provide real-time support and guidance to agents to resolve customer issues - Identify process improvement opportunities to enhance customer experience - Collaborate with cross-functional teams for staffing, training, and workforce planning - Ensure adherence to policies, compliance, and quality standards - Handle workload distribution and ensure timely resolution of customer contacts - Drive employee engagement, motivation, and performance improvement initiatives