Maria Andrea Mangahas

Team Leader, Operations @Unifycx

Customer Care SpecialistCase ManagerCustomer Success ManagerHelp Desk SupportCustomer Service

Manages a team of agents – monitors daily performance like calls handled, quality scores, and attendance Coaches and develops team members – provides feedback, conducts one-on-one sessions, and helps improve skills Handles escalations – steps in when customers ask for a supervisor or when issues become more complex Ensures targets are met – keeps the team aligned with KPIs such as AHT, CSAT, and productivity Conducts meetings and huddles – shares updates, reminders, and motivates the team Monitors calls and quality – reviews interactions to ensure agents follow proper processes and scripts Supports operations – coordinates with other teams like QA, training, and workforce management Maintains team morale – keeps the team engaged, motivated, and performing well

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