- Supervise and mentor a team of 10–11 customer support advisors, providing regular coaching and feedback.
- Manage schedule changes and leave requests to maintain adequate team coverage.
- Collaborate with HR on advisor recruitment and support new-hire onboarding.
- Develop training programs, track completion, and conduct probationary reviews.
- Establish and maintain a quality assurance program, evaluate customer interactions, and address performance gaps.
- Handle escalated customer issues, work the Complaints queue, and oversee the supervisor queue.
- Audit contact drivers, tags, and shortcuts, and perform four-eye checks on manually created customer documents.
- Coordinate reporting with the Technical CS Specialist and collaborate with Product Owners, Marketing, and other team leads on process improvements.
- Monitor team performance against KPIs and OKRs using dashboards and reporting tools.
Data AnalysisCoachingReporting+2 more