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Supervisor - Technical Support

2 - 6 years

0 Lacs

karnataka

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

team leadership coaching performance management customer service training process improvement communication technical support bilingual crm systems call center tools

Work Mode

On-site

Job Type

Full Time

Job Description

In this role as a Bilingual Team Leader at Verifone, you will be responsible for coaching, developing, and supporting a team of 10-15 frontline Technical Support Representatives to ensure high performance, strong team engagement, and exceptional customer service delivery in both English and Hindi. **Key Responsibilities:** - Provide regular 1:1 coaching, feedback, and performance reviews to ensure team members meet and exceed individual KPIs and quality standards. - Use key metrics to track and analyze individual and team performance; proactively address gaps through training and development plans. - Act as a point of escalation for complex customer issues, ensuring timely and effective resolution. - Create a positive and inclusive team culture that promotes collaboration, motivation, and accountability. - Deliver and reinforce training on products, troubleshooting procedures, and customer service best practices. - Ensure team members are informed and aligned with business goals, process changes, and customer needs. - Identify and implement process improvements based on frontline feedback and data analysis. - Communicate fluently and professionally in both English and Hindi with team members and customers as needed. **Qualifications:** - Fluent in English and Hindi, both verbal and written. - 2+ years in a leadership role within a technical support or customer service environment. - Proven ability to coach, motivate, and develop high-performing teams. - Strong understanding of technical support processes, tools, and troubleshooting. - Excellent interpersonal, verbal, and written communication skills. - Able to manage priorities and adapt to changing business needs in a fast-paced environment. - Familiarity with CRM systems, call center tools, and performance reporting platforms.,

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Verifone

Financial Services

New York NY

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