What are the responsibilities and job description for the Contact Center Support Specialist position at HR Pals & Recruiting Pals?
Job Description
We are seeking a motivated and multi-talented individual with strong client service technical skills to join our Command Center. As a Technical Support Team Lead, you will be responsible for providing contact center support for new and existing customers.
Key Responsibilities
- Team Leadership: Lead and coach a team of customer support agents to achieve and maintain top-tier performance in quality, productivity, and attendance metrics.
- Customer Escalations: Handle complex or high-priority customer issues with poise and professionalism.
- Process Expertise: Be a product and process expert, guiding your team with deep knowledge of tools, services, and customer needs to ensure they are equipped for success.
Requirements
- Contact Center Experience: Minimum 3 years in a contact/call center environment, preferably with lead experience.
- Communication Skills: Excellent verbal and written communication skills, with fluency in English.
- Organizational Skills: Strong organizational, project management, and multitasking skills.
