- Lead day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment.
- Monitor and manage key service metrics such as backlog, response time, and queue health.
- Identify operational risks and volume trends early, escalating issues as needed.
- Coordinate operational responses during incidents and volume spikes.
- Align operational priorities with the Head of Customer Support.
- Maintain operational visibility and build relationships with frontline agents.
- Analyze operational signals and conduct occasional direct customer interactions.
- Develop and maintain expert knowledge of support processes and policies.
- Support planning and process improvement initiatives.
Data AnalysisChange Management