● The successful candidate will be responsible for managing a team of customer service representatives and ensuring the team meets its performance targets ● Develop and implement strategies to improve customer service efficiency and effectiveness ● Train and coach customer service representatives on company policies and procedures ● Monitor and evaluate team performance, providing regular feedback and conducting performance reviews ● Address and resolve escalated customer complaints and issues ● Collaborate with other departments to streamline processes and improve customer satisfaction rates ● Create and maintain customer service reports and metrics ● Stay up-to-date with industry best practices and trends in customer service management ● Identify training needs and coordinate training programs for the team ● Drive a customer-centric culture within the team and across the organization.