Found Description
- Responsible for monitoring and evaluating customer interactions (calls, email, chat) to ensure quality standards and accuracy are met. Identifies performance gaps, documents findings, and supports feedback and training initiatives to improve team performance.
- Acts as an experienced specialist with advanced expertise, contributing to or leading projects and process improvements. Provides guidance, shares best practices, and may supervise or coordinate other team members, serving as a key contact for complex issues.
- Oversees day-to-day operations and ensures the effective implementation of team initiatives aligned with short- to medium-term goals. Supports the development of policies, processes, and standards, and makes tactical decisions within assigned scope.
- Manages a team of Specialists and Support staff, with full responsibility for the employee lifecycle, including hiring, performance management, and development
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