**Job Responsibilities:** •Supervise a team of Customer Service Agents, ensuring KPIs and service levels are consistently met. •Handle and resolve escalated customer cases requiring managerial oversight. •Conduct performance reviews, provide coaching, and support employee development. •Monitor daily workflows and allocate resources effectively to meet service demands. •Support and implement continuous improvement initiatives to enhance customer satisfaction. •Collaborate cross-functionally with logistics, operations, and sales teams to address complex issues. •Track team performance metrics and prepare reports for senior management review. **Minimum required Education:** Bachelor's Degree in Business Administration or equivalent, or Vocational Education **Minimum required Experience:** Minimum 1 year of experience with Bachelor's OR minimum 4 years of experience with Vocational Education in Customer Service, Customer Success, Customer Support, preferably in the Healthcare Industry or equivalent.