• Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III). • Conduct regular performance evaluations, call monitoring and provide feedback. • Monitor team performance to ensure adherence to company policies, procedures, and KPIs. • Manage team scheduling, attendance, and leave requests to ensure adequate coverage. • Oversee daily Customer Experience operations, ensuring efficiency and effectiveness. • Handle escalated customer issues, ensuring prompt and satisfactory resolutions. • Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions. • Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards. • Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance. • Assist in developing and updating training programs, SOPs, and quality assurance guidelines. • Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs. • Serve as the primary point of contact between the Customer Experience team and senior management. • Provide regular updates to management on team performance, challenges, and achievements. • Stay updated on the latest industry trends, company products, and services. • Lead or participate in projects aimed at improving Customer Experience operations, recommend process improvements to improve customer satisfaction, and ensure high levels of employee engagement. • Identify training needs and opportunities for team members and arrange for appropriate training sessions.