Customer Support Team Lead

CUSTOMER SUPPORT TEAM LEAD

The team leader leads by example and drives their team to perform exceptionally by creating an environment that promotes positive communication and encourages bonding of team members.

A. ESSENTIAL DUTIES and RESPONSIBILITIES

1. Supervise the day-to-day activities of team members including call volume queue management.

2. Serves as an escalation point and contact person for the team.

3. Ensures all performance KPIs and development targets for individual team members are fully understood and followed.

4. Contribute to the development, training, and documentation of processes and work instructions.

5. Provide ongoing coaching and feedback to team members and empower direct reports to accomplish both work-related and professional development goals.

6. Identify training gaps and ensure training and documentation are up to date, complete, and executed.

7. Assist Manager in interviewing, hiring, training, and developing new team members.

8. Continuously communicate with team members to ensure they are well-informed and equipped to handle all processes and product updates.

9. Ensure complete and accurate information is entered in the CRM for customer, cases, work orders and service appointments.

10. Assists team members with challenging customer contacts and escalated situations.

11. Other duties as assigned.

A. JOB SPECIFICATIONS

Educational Background: Bachelor’s degree holder preferably in management or engineering.

Experience: At least 2 years experience in the industry in relation to the above duties and responsibilities

Knowledge, Skills, and Attitude:

• Strong drive for results and exhibit passion and enthusiasm to get things done.
• Excellent analytical and quantitative skills,
• Efficiently carry out tasks independently and generate accurate, high-quality reports.
• Proactive self-starter with a strong sense of urgency when meeting tasks and deadlines.
• Good communication skills to proficiently communicate ideas and influence both internal and external shareholders.
• Interpersonally savvy and able to collaborate with people at any level.