WHAT YOU WILL DO:

• Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment and trust.
• Proactively shape and foster adaptability within your team, setting a positive tone to thrive in an evolving and dynamic environment.
• Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy.
• Manage team schedules and shifts to meet staffing guidelines.
• Oversee workload prioritization, distribution, and essential administrative tasks such as attendance management, productivity tracking, and time off requests.
• Conduct regular performance reviews focused on each team member’s case handling contribution, Average Handle Time (AHT), and Quality Assurance scores.
• Adapt flexibly to changing schedules and evolving customer and team expectations.