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- Supervise the daily operations of the call center operator team.
- Provide training and support to new and existing employees.
- Monitor and evaluate operator performance, including call quality and adherence to procedures.
- Resolve escalated customer issues and complaints.
- Create and manage work schedules for operators.
- Identify and implement process improvements to increase efficiency and service quality.
- Prepare and present regular team performance and KPI reports.
- Support and motivate the team to achieve goals and improve work morale.
- Collaborate with management on strategic call center initiatives and goals.
- Ensure compliance with internal policies and external regulations.
