Found Description
Position Responsibilities
- Team Management
- Hire, onboard, and manage analysts through regular 1:1s, coaching, and performance reviews.
- Support individual development plans and skill progression in line with established frameworks.
- Address attendance, performance gaps, and day‑to‑day people issues.
- Daily Support Operations
- Oversee queue and workload management, scheduling, and shift coverage.
- Monitor backlog, real‑time adherence, and case distribution.
- Ensure the team meets defined service targets and operational expectations.
- Customer Support Execution
- Monitor team‑level performance metrics such as CSAT/NPS, FCR, AHT, ASA, and SLOs.
- Identify short‑term gaps and implement corrective actions within the team.
- Ensure consistent, high‑quality customer interactions.
- Escalation Management
- Triage and res...