Be the driving force behind a high-performing customer service team! Key Responsibilities: Serve as a go-to expert by handling escalated customer calls and providing real-time support to Customer Service Assistants (CSAs). Monitor call queues and inbound traffic, ensuring excellent service levels and response times are maintained. Stay well-versed in company products, policies, and procedures-and ensure your team is, too. Conduct formal performance reviews with CSAs using structured evaluation tools and provide actionable feedback. Endorse resolved tickets to relevant departments or units for seamless handover and follow-through. Collaborate with internal teams to resolve urgent concerns and escalate critical issues to management when needed. Maintain strict confidentiality of sensitive company and client information. Inspire and energize CSAs and Supervisors through regular coaching, recognition, and feedback. Lead employee engagement efforts, including recognition programs and themed initiatives to boost morale and retention. Generate regular performance reports and contribute ideas for process improvement and service innovation. Deliver effective training programs for both new hires and tenured staff to ensure continuous development. Ensure data integrity by verifying 100% accuracy in all system entries. Respond to emails within 72 hours, ensuring timely communication. Actively participate in team meetings and promote collaboration across all levels. Foster a supportive, harmonious team environment where everyone thrives. Take on additional duties as assigned by management in support of department goals. QUALIFICATIONS We&aposre looking for a dynamic leader with a solid grasp of business operations and a passion for delivering exceptional service. The ideal candidate is: A Confident Leader - Inspires, motivates, and develops teams to perform at their best. Business-Savvy - Offers expert-level knowledge of their field and aligns actions with organizational goals. An Excellent Communicator - Articulates ideas clearly and listens actively, both in writing and in conversation. A Strategic Problem-Solver - Uses sound judgment and creative thinking to make informed decisions under pressure. Customer-Centric - Goes above and beyond to deliver responsive, high-quality service. Trustworthy & Ethical - Acts with integrity and earns respect through honesty and dependability. Emotionally Resilient - Adaptable, collaborative, and respectful of diverse perspectives and workplace changes. Show more Show less