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About the Role
- 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 findin...
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