- Responsible for overseeing daily operations of the call center team to ensure excellent customer service, quality performance and achievements of service levels. The role includes - - Supervise, support, and motivate call center agents to achieve daily, weekly and monthly performance targets - Conduct team meetings, daily briefings, and performance discussions - Prepare shift rosters, schedule rotations, and ensure adequate staffing - Monitor agents' call, emails and customer interactions using QA tools - Provide constructive feedback aand one-on-one coaching sessions - Handle escalated customer complaints professionally and provide resolutions - Ensure customer satisfaction and maintain service quality standards - Maintain attendance, productivity records, and disciplinary documentation