ROLES AND RESPONSIBILITIES (But not limited to):

GENERAL ROLES AND RESPONSIBILITES

• Lead daily customer service operations, ensuring efficient, high-quality support.
• Coach, mentor, and evaluate customer service representatives; conduct performance reviews.
• Develop and enforce standard operating procedures, scripts, and escalation protocols.
• Monitor and report on SLA adherence, quality scores, and customer satisfaction.
• Manage staffing, scheduling, and workforce planning; handle recruitment as needed.
• Collaborate with cross-functional teams to address product, process, and policy improvements.
• Foster a positive team culture focused on service excellence and continuous learning.
• Ensure compliance with data privacy, security, and regulatory requirements.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Respond to and resolve complex customer inquiries and complaints in a timely, professional manner.
• Analyze call/email/chat metrics; identify trends and implement corrective actions.
• Develop and deliver training programs for new hires and ongoing coaching for the team.
• Conduct regular quality assurance audits; provide feedback and coaching to agents.
• Implement process improvements to reduce resolution times and enhance customer experience.
• Collaborate with IT for tool enhancements, self-service options, and knowledge base updates.
• Prepare dashboards and management reports for leadership reviews.
• Manage customer feedback channels and drive voice-of-the-customer initiatives.
• Ensure documentation, records, and data handling comply with privacy standards.