Team Lead - Customer Support

We are seeking a dedicated and experienced Team Lead - Customer Support to oversee our customer service operations in the international voice process sector. The ideal candidate will have a strong background in managing teams within a BPO environment, ensuring high-quality service delivery to our clients. As a Team Lead, you will be responsible for guiding and mentoring a team of customer support representatives, fostering a positive work environment, and driving performance metrics to meet organizational goals. Key Responsibilities: - Lead and manage a team of customer support agents, providing guidance and support to enhance their performance. - Monitor team performance and implement strategies to improve service quality and efficiency. - Conduct regular training sessions to ensure team members are equipped with the necessary skills and knowledge. - Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction. - Collaborate with other departments to streamline processes and improve overall customer experience. - Analyze performance data and prepare reports for management, identifying trends and areas for improvement. Required Skills: - Proven experience in customer support, particularly in an international voice process or BPO setting. - Strong leadership and team management skills. - Excellent communication and interpersonal abilities. - Ability to analyze data and make informed decisions. - Proficiency in customer service software and tools. If you are passionate about customer service and have the leadership skills to drive a team towards success, we encourage you to apply for this exciting opportunity.