Your mission is to lead and grow a team of motivated Customer Service agents while staying connected to daily operations. You will: Lead, coach, and inspire your team to achieve and exceed KPIs. Spend about 50% of your time hands-on in daily operations, leading by example. Conduct regular 1:1s, coaching sessions, and performance reviews, helping your team unlock their potential. Act as a role model for customer-centricity, ensuring we consistently deliver excellent experiences. Monitor performance in real time, adjusting staffing and resources to meet demand. Use data insights (Excel, Power BI, reports) to spot trends and drive improvements. Partner with Quality, Training, and Process teams to streamline workflows and remove bottlenecks. Collaborate with stakeholders to resolve customer pain points. Drive continuous improvement projects to make our services smarter, faster, and more efficient. Foster a culture of engagement, accountability, and curiosity in your team.