[What you'll do]
- Takes ownership to lead a diversified team to ensure support provided to our customers across all platforms (i.e. calls, chats, emails) is handled with high efficiency and accuracy.
- Drives and motivates team performance by building rapport and developing team members to ensure growth.
- Helps the team by handling escalations including urgent, complex, and sensitive cases from the team.
- Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies
- Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution
- Proactively ask for and give feedback so communicating and coordinating with various departments to make positive changes in the organization
- Identifies gaps and inefficiencies in targets, team performance, and/or existing processes and procedures to increase the quality of customer experience
- Understands and analyzes team performance reports for management updates to make data-driven decisions for better outcomes
- Contribute to the development of processes, procedures, and guidelines to improve the quality of work
- Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures