• Lead and manage a team of customer service representatives to achieve operational, productivity, and performance targets.
• Monitor daily team performance, including attendance, service levels, quality and customer satisfaction.
• Conduct regular coaching, performance discussions, and feedback sessions to help agents meet and exceed targets.
• Handle escalations and provide timely resolutions to complex customer or operational concerns.
• Must have at least 3 years relevant work experience in a BPO setting
• Domain account experience preferred
Benefits and Company Perks:
• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves