Lead a team of customer service representatives, providing guidance, coaching, and support to ensure exceptional customer service delivery. Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and improve overall service quality - Handle escalated customer inquiries and complaints promptly and effectively, ensuring swift resolution and customer satisfaction. * Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing necessary actions. * Coordinate the learning experience sessions for customer experience agents to enhance their product knowledge, communication skills, and problem-solving abilities. * Stay updated with industry trends, emerging technologies, and best practices in customer service to drive continuous improvement and innovation. * Participate in design of call monitoring formats and processes for CSRs to deliver exceptional customer experience. * Participate in customer and client listening programs to identify customer needs and expectations. * Conduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers * Submit periodic reports to your team lead on the call quality of CSRs. * Provide feedback to call center team leaders and managers to help improve CEAs performance. * Coordinate calls and facilitate call calibration sessions for experience center Agents with the aim of improving CEAs performance. * Conduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers