Customer Support Team Lead

2 days ago


Hyderabad City Taluka, Pakistan beBee Careers Full time
Job Description

We are seeking a highly skilled and experienced professional to lead our customer support team. As a Customer Support Team Lead, you will be responsible for managing a team of customer support agents, ensuring that they have the necessary tools and training to provide exceptional service to our customers.

Your primary role will be to oversee the performance of your team, providing coaching and guidance as needed. You will also work closely with our Workforce Management team to ensure scheduling optimization and adherence.

You will utilize various tools and technologies, including Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

Key Responsibilities:
  • Lead a team of high-performing customer service agents across multiple channels (phone, messaging, email)
  • Manage and support initiatives aimed at streamlining operations and improving customer experience metrics
  • Achieve Service Level Agreements (SLAs), productivity, and quality metrics for your line of business/team members


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