Coordinate and conduct training sessions for new hires, ensuring continuous skill development and addressing skill gaps within the team.
Quality assurance is a priority, involving the monitoring of customer interactions and implementing feedback to enhance team performance.
Handled escalated customer issues, collaborating across departments for effective resolutions and maintaining open communication during escalations.
Focus on performance metrics management includes tracking KPIs, such as response times and customer satisfaction, and implementing strategies for improvement.
Staffing and scheduling, Contribute to recruitment, manage work schedules, and handle time-off requests.
Collaboration with other departments is a key component, fostering relationships with product development and sales to provide comprehensive support.