- Handle inbound customer inquiries across chat, email, phone, and ticketing systems during high-volume periods.
- Serve as the primary escalation point for complex or high-priority customer complaints.
- Monitor conversation queues in real-time to ensure SLA compliance and balanced agent workloads.
- Perform interaction audits and provide 1:1 coaching to refine agent performance and tone.
- Collaborate with Engineering and Product teams to investigate operational incidents and refine workflows.
- Analyze operational metrics such as FRT, SLA compliance, and AHT to suggest performance improvements.
- Maintain and update team knowledge base articles and standard operating procedures (SOPs).
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