Software Team Lead
2 weeks ago
We are seeking an experienced leader to oversee the operations of our software team. This role is critical in ensuring exceptional customer service and achieving strategic objectives.
About the Role
As a team leader, you will be responsible for leading a team of software agents, providing coaching, development, and performance management.
Key Responsibilities
- Develop and implement a comprehensive strategy aligned with our customer service goals.
- Set clear performance metrics (e.g., call handling time, customer satisfaction score, first call resolution) and monitor progress towards achieving them.
- Generate reports and present software performance data to senior management.
Job Requirements
To be successful in this role, you will need:
Required Skills and Qualifications
- Minimum 4-5 years of experience in a leadership role within a software or call center environment.
- Proven track record of success in improving software performance and exceeding customer service goals.
- Strong understanding of software operations, metrics, and best practices.
- Excellent leadership, coaching, and mentoring skills.
- Data-driven approach to decision-making and problem-solving.
- Exceptional communication, interpersonal, and negotiation skills.
- Ability to work effectively under pressure and manage multiple priorities.
Benefits
As a team member, you can expect a range of benefits, including professional development opportunities and a collaborative work environment.
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