Associate Lead

Role & responsibilities

• Lead, mentor, and develop a team of customer support agents.
• Provide guidance and training to team members on product knowledge, customer service skills, and company policies.
• Monitor and evaluate team performance against KPIs (e.g., response time, customer satisfaction).
• Conduct regular team meetings to ensure alignment on goals, priorities, and performance standards.
• Oversee the daily operations of the customer support team to ensure timely and effective service delivery.
• Handle escalated customer issues, ensuring timely resolution and maintaining a positive customer experience.
• Ensure all team members are following best practices and procedures for handling customer inquiries.
• Track and analyze team performance data, including call volume, resolution rates, and customer feedback.
• Provide regular performance reports and recommendations for improvement to senior management.
• Identify trends in customer complaints and provide feedback to the relevant departments for process improvements.
• Foster a positive and collaborative environment within the team.
• Collaborate with other departments (e.g., Sales, Product, Technical Support) to ensure a smooth flow of information and resolve customer issues efficiently.
• Communicate customer feedback to relevant teams for service or product enhancements.
• Ensure adherence to company policies, procedures, and quality standards in every customer interaction.
• Conduct regular quality checks on customer interactions, providing constructive feedback to team members.
• Implement best practices to continually improve the teams efficiency and service quality.
• Set clear goals and expectations for team members, offering motivation and support to help them meet targets.
• Conduct one-on-one meetings to discuss individual performance, career development, and training needs.
• Encourage a customer-centric approach within the team and lead by example.

Preferred candidate profile

• Must be a graduate