Jefrely

SUPERVISOR – CALL CENTER OPERATIONS

Supervise daily operations and provide leadership and support to a team of customer service representatives.. Monitor individual and team performance through key performance indicators (KPIs).. Conduct coaching sessions and provide feedback to improve employee performance and customer experience.. Handle escalated customer issues and support representatives with complex cases.. Assist with employee scheduling, attendance, PTO, and vacation management.. Monitor operational performance and identify opportunities for process improvement.. Communicate operational updates, expectations, and performance goals to team members.. Support management with day-to-day operational needs and reporting.