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reporting data analytics salesforce netsuite excel📋 Description
- Lead, coach, and manage a team of agents across casework, calls, and chats
- Drive consistent execution against SLAs, quality, and CX metrics
- Ensure timely resolutions and high-quality communication
- Own team performance using core metrics (TTR, CSAT, QA, AHT, backlog)
- Translate performance data into actionable coaching plans
🎯 Requirements
- Bachelor's degree or higher
- 8+ years of experience, incl. 2–3 years in people management
- Strong customer operations experience (SaaS/FinTech/Support)
- Ability to work with performance data to derive insights
- Ability to manage multiple priorities in a fast-paced env
- Drive outcomes with limited oversight
🎁 Benefits
- Hybrid work model with in-person collaboration
- Onsite training and nesting (2–4 weeks)
- Leadership development in a SaaS/FinTech environment
- Opportunity to lead a high-performing care team
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