Managed daily floor operations, ensuring the smooth functioning of the customer service team.Led training and development programs to enhance team skills and performance.Monitored call quality, answered supervisor calls, and conducted audit sessions to provide agents with constructive feedback.Identified areas for improvement based on negative customer responses and coached agents on best practices.Utilized CRM systems like Salesforce and Office 365 to track performance metrics and effectively manage the workforce.Conducted client meetings, maintaining strong communication with both internal teams and external stakeholders.Fostered a positive, motivating work environment, driving team success and ensuring high levels of customer satisfaction.