What are the responsibilities and job description for the Technical Support Team Lead position at HR Pals & Recruiting Pals?
Job Summary
We are seeking a Customer Service Team Lead to oversee daily operations, manage team performance, and ensure exceptional customer experiences. As a seasoned contact center professional, you will be responsible for leading high-performing teams and driving performance improvement initiatives.
Key Responsibilities
- Team Leadership: Guide and coach a team of customer support agents to achieve top-tier performance in quality, productivity, and attendance metrics.
- Process Expertise: Be a product and process expert, providing deep knowledge of tools, services, and customer needs to ensure team success.
- Customer Escalations: Handle complex or high-priority customer issues with poise and professionalism.
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.
