Ensure compliance with all company policies, procedures, and regulatory requirements.

Supervise daily activities of contact center agents to ensure high-quality service delivery.

Monitor team performance against KPIs.

Conduct regular coaching, feedback sessions, and performance reviews.

Address escalated customer issues and ensure resolution in a timely and professional manner.

Support workforce management by overseeing schedules, adherence, and real-time monitoring.

Collaborate with QA and Training teams to identify skills gaps and coordinate upskilling initiatives.

Prepare performance reports and provide insights to management for continuous improvement.

Foster a positive team environment that encourages accountability, motivation, and professional development