About The Role
Role Purpose: To lead, coach and performance manage a team of Customer Support Advisors and Senior Customer Support Advisors. To plan and monitor the day to day performance of the customer support operation for the Interactive and Retail business including proactive and reactive responses.
Key Responsibilities
Overall accountability and responsibility for the team’s performance. Responsible for direct leadership, supervision, development and engagement of 16-22 Advisors and Senior Advisors to deliver excellence in Customer Service. Provides guidance, support, engagement and coaching to all direct reports along with regular meetings in order to drive performance Monitor and deliver individual and team performance and development reviews.Conducts regular one to one to one meeting with team members. Manages all team conduct and capability conversations inclu...