Job Description
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.
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