Customer Support Team Lead
3 days ago
Description
• Monitor agent performance regarding quality, productivity, and attendance metrics • Provide coaching based on QA feedback, metrics, and survey responses • Handle angry customer escalations as needed • Maintain coaching logs and give regular feedback to agents • Navigate support tools like Zendesk, Metabase, and Five9 • Address team feedback and conflicts • Initiate consequences for low-performing team members • Delegate tasks to high potential team members • Suggest team-building activities for motivation
Requirements
• +2 years of coaching experience • +2 years of team leader experience • +2 years of customer service experience • Strong communication skills • Problem-solving mindset • Ability to manage under pressure • Proven track record in setting and achieving SMART goals
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