About this role
Responsibilities Lead, coach, and develop a team of approximately 15 client representatives, creating a culture of accountability, collaboration, and continuous improvement. Conduct performance discussions, deliver timely feedback, document outcomes, and support crew members' career development and growth. Oversee daily contact center operations, ensuring service levels, operational objectives, and client experience standards are consistently achieved. Manage and resolve complex or escalated client situations, serving as a resource for crew members and clients alike. Deliver individual and team coaching designed to strengthen performance, increase effectiveness, and enhance client interactions. Analyze performance metrics, operational data, and workforce trends to identify opportunities and support business decision-making. Partner with peers and cross-functional stakeholders to support operational initiatives, process improvements, and business priorities. Demonstrate adaptability by