Team Lead - Customer Support

We are seeking a dedicated and experienced Team Lead for our Customer Support department. The ideal candidate will have a strong background in managing teams within an international call center or BPO environment, focusing on both inbound and outbound customer interactions. As a Team Lead, you will be responsible for overseeing daily operations, ensuring that customer service standards are met, and driving team performance to achieve key performance indicators (KPIs) such as customer satisfaction (CSAT) and average handling time (AHT).

Key Responsibilities:

• Lead and manage a team of customer support representatives, providing guidance and support to ensure high-quality service delivery.
• Monitor team performance metrics and implement strategies to improve efficiency and effectiveness.
• Conduct regular training sessions and performance reviews to enhance team skills and knowledge.
• Collaborate with other departments to resolve customer issues and improve overall service processes.
• Maintain a positive work environment that encourages team collaboration and professional growth.

Required Skills:

• Proven experience in a team lead role within an international call center or BPO.
• Strong understanding of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Ability to analyze performance data and implement improvement strategies.
• Familiarity with KPIs related to customer service and support.

If you are a motivated leader with a passion for customer service and team development, we encourage you to apply for this exciting opportunity to make a significant impact in our organization.