Team Leadership

• Serve as a point of contact and resource for Customer Service Associates.
• Provide coaching, mentoring, and day-to-day guidance to team members.
• Assist with onboarding and training of new employees.
• Promote a positive, collaborative, and customer-focused work environment.
• Support management in communicating policies, procedures, and operational updates.
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Operations & Performance

• Assist in coordinating daily workflow and staffing coverage.
• Monitor individual and team performance metrics.
• Identify opportunities for process improvements and increased efficiency.
• Ensure accurate documentation of customer interactions and case resolutions.
• Support compliance with company policies, procedures, and confidentiality requirements.