Supervises customer service representatives, ensuring quality, KPI, and SLA performance. Responsibilities include coaching, training, employee engagement, performance evaluations, escalation handling, operational reporting, root-cause analysis, staffing coordination, incentive development, and cross-functional issue resolution. The role requires maintaining detailed knowledge of partner products and processes while supporting team development and business performance.

Supervise customer service representatives, ensuring quality, KPI, and SLA performance. Responsibilities include coaching, training, employee development, reporting, root-cause analysis, staffing coordination, escalated issue resolution, partner collaboration, and incentive program development. The role requires operational expertise, strong organization, flexibility across shifts, and the ability to improve team performance in a fast-paced contact center.