Team Leadership and Management:

- Lead, motivate, and manage a team of customer service representatives or operational staff.

- Set clear performance goals and expectations, and provide regular feedback to team members.

- Conduct performance reviews, manage disciplinary actions, and address any performance or behavioral issues.

Operational Oversight:

- Oversee daily operations to ensure efficiency, adherence to processes, and high-quality service delivery.

- Monitor team performance metrics, such as call volume, handling time, and customer satisfaction scores.

- Implement and enforce standard operating procedures (SOPs) and best practices to achieve operational goals.

Customer Service Excellence:

- Ensure that team members provide exceptional customer service and resolve customer inquiries and issues effectively.

- Handle escalated customer complaints and complex issues, ensuring prompt and satisfactory resolutions.

- Develop strategies to improve customer satisfaction and enhance the overall customer experience.

Performance Monitoring and Reporting:

- Track and report on key performance indicators (KPIs) and operational metrics to assess team performance.

- Prepare and present regular performance reports and updates to senior management.

- Analyze performance data to identify trends, areas for improvement, and opportunities for process optimization.

Training and Development:

- Provide ongoing coaching, training, and support to team members to enhance their skills and performance.

- Identify training needs and coordinate with the training department to deliver relevant training programs.

- Foster a culture of continuous learning and development within the team.

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