- Lead and manage a team of call center representatives, providing guidance, training, and performance evaluations to ensure consistent achievement of key performance indicators (KPIs).- Implement strategies to improve team performance metrics, resulting in an increase in overall efficiency and a decrease in average call handling time.- Collaborate with other departments to optimize workflows and enhance customer experience, leading to an increase in customer satisfaction scores.- Conduct regular team meetings to communicate goals, updates, and best practices, fostering a cohesive and motivated work environment.- Oversee recruitment and on-boarding processes, including interviewing, selecting, and training new team members.- Utilize data-driven insights to identify areas for improvement and develop action plans to address performance gaps.