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...