Call Center Operation Manager

1-Provide feedback and support to the Customer Care team to ensure that all issues are resolved
2-Continuously monitor the performance of the team, and craft tailored development plans for each member.
3-Provide the required training sessions for existing employees frequently.
4-Oversee day to day performance and workflow, ensuring SLAs and targets are met.
5-Create a healthy and comfort work environment.
6-Conduct coaching sessions and 1:1s in an organized manner.
7-Monitor chats/calls/tickets either live and saved and provide feedback.
8-Support Process Improvement and contribute to process optimization.
9-Support team members by answering questions and providing knowledge or solutions.
10-Monitor adherence and conformance to shifts and schedules.
Participate in budget build up.