• Supervise the performance of Call Center Teams to ensure Customer Experience Specialists meet or exceed performance standards • Manage daily operations of the customer service team and provide feedback by monitoring all correspondence, including chats and emails • Oversee, mentor, advise, and develop Customer Experience Specialists while consistently upholding professional conduct • Analyze quality monitoring reports to identify and address employee development opportunities • Manage administrative tasks related to Human Resources, including scheduling and conducting performance reviews • Ensure thorough and precise documentation of all employee interactions / meetings and records • Monitor and manage operational risks by ensuring key controls are effectively implemented • Handle escalated calls as needed and investigate / resolve customer complaints as applicable