Responsibilities
- Lead and supervise team leads and support specialists across email, chat, and phone channels.
- Utilize artificial intelligence and technological tools to build scalable operational improvements.
- Mentor and grow high-performing team members while establishing transparent career progression paths and performance benchmarks.
- Maintain a high standard of personalized client service, using technology to enhance—not replace—human interaction.
- Apply AI and digital solutions to help teams improve performance metrics and deliver superior client outcomes.
- Oversee critical performance indicators including customer satisfaction, response times, resolution speed, re-contact rates, quality assurance scores, and refund or dispute trends.
- Develop and manage a fair, consistent, and measurable quality assurance framework with regular calibration processes.
- Optimize workforce planning through improved scheduling, coverage strategies, onboarding timelines, and preparedness for high-volume periods.
- Use data-driven insights to uncover opportunities for operational growth, efficiency gains, and service enhancements.
- Strengthen client retention and loyalty by fostering trust in every customer interaction.
- Collaborate with Product and Engineering teams on support tools such as AI assistance, automation, and analytics, ensuring quality is preserved.
- Provide leadership with clear, actionable insights on performance, challenges, and resource needs.
- Take direct accountability, including stepping in to handle client inquiries and escalations when necessary.
