Team Lead - Customer Support

We are seeking a dedicated and experienced Team Lead for our Customer Support department in the international call center sector. The ideal candidate will have a strong background in managing teams and ensuring high-quality customer service delivery. As a Team Lead, you will be responsible for overseeing daily operations, guiding team members, and implementing best practices to enhance customer satisfaction.

Key Responsibilities:

• Lead and manage a team of customer support representatives, ensuring they meet performance targets and deliver exceptional service.
• Monitor team performance metrics and provide coaching and feedback to team members to improve their skills and efficiency.
• Develop and implement training programs for new hires and ongoing training for existing staff to ensure they are equipped with the necessary skills and knowledge.
• Handle escalated customer issues and provide solutions in a timely manner, maintaining a high level of customer satisfaction.
• Collaborate with other departments to streamline processes and improve overall service delivery.
• Prepare reports on team performance and customer feedback for management review.

Required Skills:

• Proven experience in a voice or blended process environment, preferably in an international call center.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze performance metrics and implement improvements.
• Customer-focused mindset with a passion for delivering high-quality service.

If you are a motivated individual with a passion for customer service and team leadership, we encourage you to apply for this exciting opportunity.