L1 CS Operations Lead (Monee)

L1 Operating Model & Execution Own the end-to-end L1 operating model, including SLAs, KPIs, escalation thresholds, and daily performance cadence. Ensure clear scope separation between L1 and L2, with disciplined escalation handling. Drive consistent execution across calls, chats, and emails. Workforce & Real-Time Operations Own L1 workforce planning in partnership with WFM, including forecasting, scheduling, and shrinkage control. Run real-time operations to ensure SLA adherence, queue b