Key Responsibilities:

• Manage the inbound and outbound calling teams, ensuring high performance and effective communication.
• Establish and enforce turnaround time (TAT) standards for responses and resolutions to guarantee prompt and efficient service.
• Ensure resolution TATs are consistently achieved across all customer inquiries.
• Create and manage work schedules to ensure adequate team coverage at all times.
• Monitor and evaluate both team and individual performance, providing feedback, coaching, and disciplinary actions as necessary.
• Foster a positive work environment and motivate the team through recognition programs and team-building activities.
• Oversee and support team leads, offering guidance and resources to help them manage their teams effectively.
• Coordinate with internal stakeholders to ensure timely resolution of customer issues.