Manager - Service

* Lead and coach frontline agents to consistently meet and exceed targets. * Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT). * Conduct structured coaching sessions that drive performance behaviors. * Deliver weekly 1:1s focused on development, growth, and resilience. * Promote urgency and ownership in a fast-paced environment. * Facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives. * Escalate critical risks early and collaborate cross-functionally to resolve. * Maintain a respectful, inclusive, and feedback-rich team culture. * Own team-level transformation initiatives from design through execution. * Identify high-potential team members and guide stretch assignments. * Participate in peer coaching circles to improve leadership consistency. * Maintain and track individual development plans for all team members. * Lead issue resolution and support high-stakes escalations. * Reinforce cultural and behavioral standards through daily interactions. * Report coaching and team development outcomes to senior leadership.