Job Description

This role is responsible for directing, managing, and controlling team performance while delivering a high standard of customer experience. The position takes full ownership of team results across customer satisfaction, quality, and operational metrics, while fostering a strong people-focused and performance-driven culture.

Key Responsibilities

• Direct, manage, and control the performance of the team while communicating and completing transactions for customers.
• Take ownership of the team’s performance on CSAT, Quality, NPS, and other customer metrics.
• Demonstrate a strong customer orientation and consistently respond to client needs.
• Monitor adherence to SLAs (TAT, Quality, Productivity, Attendance) defined by the client/process.
• Cascade updates during pre‑shift briefings.
• Monitor calls, provide timely feedback, conduct weekly quality audits, and develop action plans for coaching.
• ...