Main Objective of Role

To ensure continuous improvements of the customer experience and service standards throughout the customer support functions, reduce complaints, and maximize customer satisfaction by encouraging and enforcing a first-class service culture.

Key Responsibilities

• Drives team performance and delivers on critical performance measures including team productivity, efficiency and quality.
• Focuses on following processes, delivering in a timely manner and delivering high standards of accuracy and efficiency.
• Assists the team in adjusting and responding to change, maintaining teamwork effectiveness during changing situations.
• Recommends improvements to processes and procedures to improve overall performance, results, and customer experience.
• Provides guidance, directions and feedback to team members on handling of difficult customer issues and helps resolve challenging customer issues.