Lead, coach, and develop a team of support supervisors and agents across internal and outsourced partners
Job Summary
Lead, coach, and develop a team of support supervisors and agents across internal and outsourced partners.
Own and drive key support KPIs including CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), Service Level, Chat/Email Response Times, and Quality Scores.
Collaborate with CX, Product, and Operations leadership to represent the voice of the B2B customer.
Matching Summary
Lead, coach, and develop a team of support supervisors and agents across internal and outsourced partners.