Service Business Support Team Manager

Hybrid location.

Your Responsibilities

• You will lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment, fostering a high-performance and customer-focused culture
• You will oversee daily operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently achieved or exceeded
• You will manage and resolve complex customer escalations, acting as a senior point of contact to ensure timely and effective resolution
• You will design, implement, and continuously improve training, coaching, and development programs to enhance team capabilities and performance
• You will manage workforce planning, scheduling, and resource allocation in collaboration with cross-functional partners
• You will analyze performance data, identify trends, and implement continuous improvement ...