Job Description
Responsibilities
- Ensure compliance with all company policies, procedures, and regulatory requirements.
- Supervise daily activities of contact center agents to ensure high-quality service delivery.
- Monitor team performance against KPIs.
- Conduct regular coaching feedback sessions and performance reviews.
- Address escalated customer issues and ensure resolution in a timely and professional manner.
- Support workforce management by overseeing schedules, adherence, and real-time monitoring.
- Collaborate with QA and Training teams to identify skills gaps and coordinate upskilling initiatives.
- Prepare performance reports and provide insights to management for continuous improvement.
- Foster a positive team environment that encourages accountability, motivation, and professional development.
Qualifications
- High school diploma or equivalent required; Bachelor's degree preferred.
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