Responsible for team motivation, satisfaction, performance both internal and external, monitoring, coaching, development and accountability. Participating in the daily supervisor meeting by explaining the behavior, best practices and action plan developed for the KPI I’m in charge of. Taking part in payroll process enhancement by sharing insights and communicating feedback both delivered by the agents and observed by myself.

Responsible for team operational knowledge and performance assisting front line agents and handling customer's complaints, monitoring their calls to spot opportunities and provide required coaching sessions to improve their performance. Attending and participating in client focus groups delivering key queue insights and observations to improve resolution provided by front line agents and enhance their internal process.

Managing complex customer issues that have been escalated beyond the first level of support. overseeing the resolution process, coordinating with various teams to address problems quickly and effectively. communicating with frustrated customers, providing updates, and ensuring that issues are resolved to the customer’s satisfaction and aiming to restore customer trust and prevent future escalations by identifying root causes and improving processes.

Responsible for managing customer inquiries, resolving issues, being able to handle complex billing questions, assisting customers understanding their bills and ensuring customer satisfaction.