- Supervise daily operations of the CSD chat support team
- Monitor team performance and provide regular coaching, feedback, and performance evaluations
- Ensure KPIs are consistently met or exceeded
- Lead by example in delivering exceptional customer service via chat
- Upskill existing team members on product knowledge, tools, and communication standards
- Assist in workforce planning, shift scheduling, and real-time queue management
- Identify and escalate system or process issues that affect productivity or service quality
- Collaborate with QA, HR, and management to drive improvements and...