Lead and mentor CS agents and Team Leads to high performance.
Oversee daily workflow to meet KPIs including EAHT and attendance.
Handle complaints and complex issues with professionalism and problem-solving.
Identify workflow improvements and implement data-driven changes.
Collaborate with Marketing, Sales, and Driver Ops to align CS goals; report metrics.
Manage CS systems (chatbot, FAQ) and deliver ad-hoc projects.

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