Overview:
A frontline leader who guides a team of CSRs or agents. Balances team management, customer escalations, and daily operations while driving performance goals.

Core Responsibilities:

• Provide day-to-day supervision, coaching, and support to team members.
• Handle complex escalations and ensure customer satisfaction.
• Assist in onboarding, training, and skill development of new agents.
• Monitor KPIs (AHT, CSAT, FCR) and ensure the team meets targets.
• Act as the communication bridge between frontline staff and management.
• Support shift planning, adherence, and resource allocation.