Front line Support Manager

Role Overview: As the Front line Support Manager, you play a pivotal role in ensuring the seamless operation of customer support activities. Your responsibilities include supervising and leading a team of frontline support representatives, monitoring customer interactions to maintain service quality, assisting in issue resolution, optimizing support processes, monitoring performance metrics, conducting training and development sessions, fostering communication within the team and with other departments, and preparing regular reports on team performance. Key Responsibilities: - Supervise, train, and mentor a team of frontline support representatives. - Set clear performance expectations, provide regular feedback, and motivate the team to achieve outstanding customer service. - Monitor and assess customer interactions to ensure a high level of service quality. - Identify trends, common issues, and areas for improvement based on customer feedback. - Assist the team in handling escalated customer inquiries or complex issues. - Continuously review and refine support processes to enhance efficiency and effectiveness. - Monitor key performance indicators (KPIs) and analyze data to identify performance trends and areas for improvement. - Coordinate and deliver training sessions, provide ongoing coaching, and ensure the team's growth and proficiency. - Foster open communication channels within the team and collaborate with other departments. - Prepare regular reports on team performance, highlighting achievements and areas requiring attention. Qualifications Required: - Bachelor's degree in a relevant field (Business, Management, Communications, etc.). - Proven experience in a customer support or service role, with a minimum of 12 years in a leadership or supervisory position. - Strong leadership and team management skills with excellent communication skills. - Analytical mindset with proficiency in using customer support software and tools. - Problem-solving skills, adaptability to a fast-paced environment, and experience in working with cross-functional teams are a plus.,