• Provide effective leadership and supervision to a team of representatives • Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives • Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment • Address employee concerns, conflicts, and performance issues in a timely and effective manner • Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs) • Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency • Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows • Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction • Stay updated with industry best practices and trends to drive process improvements and innovation within the team • Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members • Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles • Collaborate with other team leads and managers to share best practices and implement consistent processes • Serve as a point of contact for escalations and handle customer inquiries or complaints as needed • Contribute to team meetings and participate in organizational initiatives to drive positive change and growth • Provide reports on team performance as required • Regularly communicate with clients as needed • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned