- Lead, coach, and develop a team of CSRs to meet and exceed performance goals.
- Monitor team performance through MIS reports and take timely corrective actions.
- Provide regular performance feedback, development plans, and career growth support.
- Ensure adherence to operational standards, processes, and quality benchmarks.
- Manage day-to-day sales and service request operations efficiently.
- Communicate process changes effectively and ensure team understanding and execution.
- Foster a positive work environment, high team morale, and continuous learning culture.
- Collaborate with cross-functional stakeholders to achieve daily business targets and departmental goals.
- Set clear objectives, track outcomes, and drive continuous performance improvement.
Required Skills:
- Excellent verbal and written communication skills.
- Solid stakeholder management and team leadership abilities.
- Ability to set realistic, measurable goals and drive accountability.
- Strong analytical skills with the ability to interpret MIS data and take real-time action.
- Experience in performance management, coaching, and operational excellence.