Job Description
Job Description: Provide real-time consultation and support to agents during customer interactions to ensure effective issue resolution and customer satisfaction Monitor SLA performance, identify breaches or aging cases, and drive timely follow-up actions Review agent performance metrics including CSAT, QA scores, productivity, attendance, provide ongoing coaching and development support Monitor real-time operational metrics such as queue status, occupancy, hold time, talk time, and workload distribution to maintain service efficiency Ensure agents adhere to assigned schedules, shifts, and break times accurately Ensure compliance with SOPs, QA standards, operational guidelines, and company policies Coordinate with Operations teams and stakeholders regarding new features, SOP updates, process changes, and operational directions. Support ad hoc operational tasks and projects as assigned Requirements: Bachelor's degree in any field Minimum 2-3 years of experience in a Call Center, Customer Service, or Operations role Prior experience in a Team Lead or supervisory role is preferred Strong leadership, coaching, and problem-solving skills Excellent communication and stakeholder management skills Ability to manage multiple tasks and work in a fast-paced environment Familiar with SLA, QA, CSAT, and contact center KPIs Strong decision-making skills Proficient in Microsoft Office and call center systems/tools Able to work in shifts and 6 days per week
