Job Description
1. Team Management
- Lead, coach, and support a team of service staff (like customer service agents, technicians, field service reps, etc.).
- Schedule shifts, assign tasks, and ensure enough coverage.
- Motivate the team to meet service goals (speed, quality, satisfaction).
- Train new hires and help with upskilling current team members.
2. Service Delivery
- Monitor daily operations to make sure service standards are met.
- Handle escalations - step in when customers are unhappy or cases are complicated.
- Review and improve service workflows for efficiency.
3. Customer Focus
- Make sure customers have a good experience.
- Collect feedback from customers and act on it.
- Solve complex issues that frontline staff escalate.
4. Performance Monitor...