Description
We are seeking a dynamic Team Leader for our International Call Center Customer Support / IT Helpdesk team in India. The ideal candidate will have a proven track record in leading teams and a passion for delivering exceptional customer service. You will be responsible for managing a team of support agents, ensuring they are equipped to provide outstanding service to our global clientele.
Responsibilities
- Lead and manage a team of customer support agents in a high-volume call center environment.
- Ensure team performance meets or exceeds KPIs and SLAs.
- Provide training, coaching, and mentorship to team members to enhance their skills and performance.
- Handle escalated customer issues and provide effective resolutions in a timely manner.
- Monitor call quality and provide feedback to agents to improve service delivery.
- Collaborate with other departments to ensure seamless service delivery and customer satisfaction.
- Prepare and present reports on team performance and customer feedback to management.
- Conduct regular team meetings to communicate updates, policies, and procedures.
Skills and Qualifications
- 4-9 years of experience in customer support or IT helpdesk environments.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer relationship management (CRM) software and ticketing systems.
- Ability to analyze data and generate reports for performance tracking.
- Strong problem-solving skills and ability to handle escalated issues effectively.
- Familiarity with IT support processes and troubleshooting techniques.
- Ability to work in a fast-paced environment and manage multiple priorities.
