Responsibilities

• Ensure compliance with all company policies, procedures, and regulatory requirements.
• Supervise daily activities of contact center agents to ensure high-quality service delivery.
• Monitor team performance against KPIs.
• Conduct regular coaching feedback sessions and performance reviews.
• Address escalated customer issues and ensure resolution in a timely and professional manner.
• Support workforce management by overseeing schedules, adherence, and real-time monitoring.
• Collaborate with QA and Training teams to identify skills gaps and coordinate upskilling initiatives.
• Prepare performance reports and provide insights to management for continuous improvement.
• Foster a positive team environment that encourages accountability, motivation, and professional development.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.