- Handle complex or sensitive customer inquiries or complaints requiring supervisor intervention.
- Oversee day-to-day call center operations, including performance monitoring and resolution of operational issues.
- Train, mentor, and supervise a team of customer service professionals.
- Monitor individual and team performance metrics to drive continuous improvement.
- Collaborate with internal departments to improve processes and customer experience.
- Ensure compliance with call center policies and communicate department changes to the team.
- Lead and mentor remote agents to ensure timely resolution of member inquiries.
Data AnalysisProblem SolvingCustomer service