Team Lead - Customer Support

We are seeking a dedicated and experienced Team Lead for our Customer Support department, specializing in the international voice process. The ideal candidate will have a strong background in managing teams and delivering exceptional customer service in a fast-paced environment. As a Team Lead, you will be responsible for overseeing a team of customer support representatives, ensuring that they meet performance metrics and provide high-quality service to our clients.

Key Responsibilities:

• Lead and manage a team of customer support agents, providing guidance and support to ensure they meet their targets.
• Monitor inbound and outbound calls to ensure compliance with company standards and customer satisfaction.
• Develop and implement training programs for new hires and ongoing training for existing staff to enhance their skills and performance.
• Handle escalated customer inquiries and complaints, providing effective solutions and maintaining customer satisfaction.
• Collaborate with other departments to improve processes and enhance the overall customer experience.
• Prepare and present performance reports to management, highlighting team achievements and areas for improvement.

Required Skills:

• Proven experience in customer support, particularly in an international voice process.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Familiarity with banking processes and US collections is a plus.
• Proficient in using customer support software and tools.

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