Responsibilities

• 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 qua...