• Lead and motivate a team of 18+ customer service representatives to achieve performance targets and deliver outstanding service. • Drive efficiency in call center operations, implement process improvements, and ensure adherence to service level agreements. • Implement and oversee quality assurance programs to maintain service standards and ensure customer satisfaction. • Provide ongoing coaching and training to team members, identifying areas for improvement and supporting professional development. • Utilize call center metrics to monitor individual and team performance, providing feedback and implementing corrective actions as needed. • Handle escalated customer issues, ensuring timely and effective resolution while maintaining a positive customer experience. • Foster open communication within the team, promoting a collaborative and positive work environment.