Lead and supervise a team of Customer Service Agents in a remote e-commerce environment.
Monitor real-time queues, redistribute workloads, and ensure staffing coverage.
Assist with shift planning and make staffing adjustments as needed.

Agent Performance & Quality:

Provide real-time guidance and conduct regular quality reviews of calls, emails, and tickets.
Deliver coaching and feedback to improve agent performance and customer satisfaction.
Ensure adherence to brand voice, company policies, and data privacy standards.

Escalation & Improvement:

Resolve complex customer complaints and high-priority escalations with approved authority.
Analyze daily metrics like CSAT, FRT, and productivity to identify trends and recommend improvements.
Collaborate with other departments for cross-functional support and process optimization.

Catch Creation

Catch Creation is a global eCommerce company that creates, grows, and manages online brands with exceptional products and experiences. The team operates fully remotely with a focus on creativity, data-driven strategy, and innovation.

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