Customer Support Leader

As a Non-Voice Team Leader at our company, you will be responsible for managing and guiding a team of customer support representatives. Your role will involve leading the team to achieve performance goals and ensure high levels of customer satisfaction. Your key responsibilities will include: - Leading, motivating, and managing a team of Non-Voice Customer Support Representatives effectively. - Overseeing daily operations to meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores. - Providing coaching, training, and support to enhance team members" skills and performance. - Monitoring and reviewing team performance metrics, identifying areas for improvement, and implementing action plans. - Handling escalated customer queries and complex issues requiring higher expertise. - Developing and implementing processes and procedures to improve team efficiency. - Preparing and delivering regular reports on team performance and customer feedback to senior management. - Facilitating team meetings and ensuring effective communication of company policies and updates. - Collaborating with other departments to enhance overall customer experience. - Staying updated on industry trends, tools, and technologies to keep the team competitive. Qualifications required for this role include: - Proven experience as a Team Leader or Supervisor in a non-voice customer support environment. - Strong leadership, team management, and communication skills. - Solid understanding of CRM systems, support tools, and best practices in non-voice support. - Strong problem-solving abilities and attention to detail. - Proficiency in data analysis and performance metrics. Preferred skills that would be beneficial for this role include experience with performance management and training programs, specific industry or product knowledge relevant to the role, and familiarity with advanced customer support tools and technologies. This is a full-time position with benefits such as health insurance, paid sick time, paid time off, and Provident Fund. The work location is in person.,