Customer Support Team Leader

Role Summary The team leader oversees daily operations of inbound call agents, ensuring excellent customer service delivery and efficient call handling. The position involves guiding, training, and supervising staff, while implementing strategies for continuous improvement in response quality and customer satisfaction. Key Responsibilities Monitor team and individual performance, provide constructive feedback, and conduct training sessions. Supervise and guide a team of customer service representatives handling incoming calls. Handle escalated calls, resolve complex queries, and ensure first-contact resolution. Track, analyze, and report on key performance indicators such as call quality, response time, and resolution rates. Develop and implement strategies to improve customer support efficiency and satisfaction. Manage schedules, ensure adherence to call center policies, and optimize resource allocation. Collaborate with other departments, optimize processes, and respond to feedback trends. Maintain compliance with company policies and industry best practices for inbound calling. Requirements Proven team leadership in a call center/inbound voice process environment. Bachelor’s degree or relevant work experience in customer service/call center leadership. Excellent verbal communication and problem-solving skills. Knowledge of call center software, CRM systems, and data analysis tools. Ability to work efficiently in a fast-paced, high-volume inbound calling setup. Strong organizational and motivational skills for managing a diverse team. Desired SkillsLeadership, performance management, and conflict resolution. Proficiency in CRM software and call center systems. Data analysis, team building, and quality assurance.