Position Overview
- Monitor team performance and identify areas for improvement.
- Resolve team conflicts and address employee concerns.
- Hire, train, Coach and develop SMEs and CE Associates
- Conduct performance evaluations and provide regular feedback.
- Handle escalated customer issues and complaints.
- Help develop and implement service excellence strategies and initiatives.
- Implement process changes to enhance efficiency and customer satisfaction.
- Conduct quality assurance audits and provide feedback to the team.
- Identify and address training needs based on quality assurance findings.
- Reporting and analysis of data in your team or department
- Adhere to company policy and procedures.
- Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor.
- Participate in ongoing training and development programs.
- Accept other associated responsibilities and projects as the ne...