🛠 Tech Stack

💼 About This Role

You'll monitor contact center team activities to ensure high-quality, consistent interactions across voice and chat channels. Your core impact is optimizing service processes and coaching representatives to meet SLAs and elevate customer satisfaction.

🎯 What You'll Do

• Monitor and evaluate team activities, ensuring SLA compliance and load balance.
• Supervise, coach, and support customer service representatives with feedback and improvement plans.
• Train staff on call/chat flows, objection handling, internal policies, and CRM tools.
• Manage critical cases and complaints, acting as escalation point for agents.

📋 Requirements

• 2+ years managing customer service teams, preferably in sales or financial sector.
• Solid knowledge of customer experience KPIs and consumer protection regulations.
• Proficiency in CRM software (Zendesk) and data analysis tools (Excel, Google Sheets, Power BI).
• Effective problem-solving skills to maintain high customer satisfaction under pressure.

✨ Nice to Have

• Experience with BPO management and vendor coordination.
• Familiarity with legal & compliance processes for consumer claims.

🎁 Benefits & Perks

• 🩺 Health insurance for employee and direct family.
• 🦷 Dental plan and life insurance.
• 📱 Phone/headset/home office equipment financing and wellness benefits.
• 📈 3% retirement plan and 20 vacation days.
• ✈️ $2,000 annual benefit for co-working travel and professional development.

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Operational Assessment· 60 min