Monitor team performance and identify areas for improvement.
Resolve team conflicts and address employee concerns.
Hire, Lead, train, coach, mentor Customer Experience Associates, Subject Matter Experts and Team Lead, providing them with the guidance and support they need to excel.
Conduct performance evaluations and provide regular feedback.
Develop and implement customer service process improvements to streamline operations and enhance efficiency.
Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results.
Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction.
Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
Identify and address training/QA needs based on quality assurance findings on behavioral trends
Coordination with other stakeholders on observations, callouts and process improvements
Achieve or exceed daily/monthly targets and other key objectives assigned by your Immediate Supervisor.
Adhere to company policy and procedures.
Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor.
Participate in ongoing training and development programs.
Accept other associated responsibilities and projects as the need arises.
Requirements
Bachelor's degree in a relevant field, or equivalent customer service experience
Minimum of 5 years of experience in a supervisory or 2-3 assistant manager role.
Proven leadership and supervisory experience.
Strong problem-solving and decision-making skills.
Excellent communication and interpersonal skills.
Ability to work under pressure, meet deadlines, and achieve team targets.
Proficiency in customer service software and systems.
Amenability working as Escalation POC during weekend (rotation based)
Competencies for the job
Data Analysis: Strong ability to read, process, and analyze data accurately.
Data Visualization: Skilled at creating clean, easy-to-understand charts, graphs, and tables for management.
Spreadsheet Expertise: Advanced knowledge of Excel and Google Sheets, specifically using complex formulas (like XLOOKUP, INDEX/MATCH, and nested IFs).
Problem Solving: Able to easily spot data errors, fix them, and improve reporting processes.
Communication: Good at explaining technical data simply to non-technical team members.
