● Contributing ideas and conducting internal tasks to improve customer experience, acting decisively and quickly taking responsibility for results. ● Sharing personal knowledge with CSRs through up-to-date guidelines. ● Managing metrics related to customer service. Mentoring and coaching CSRs, participating in organizational development and training programs. ● Monitoring and evaluating customer interactions with CSRs across channels. ● Preparing monthly staff performance reports for submission to the manager. ● Monitoring team workload and providing recommendations to improve work. flow. ● Managing knowledge base of our platform.