Job Summary 

The Customer Support Team Lead is responsible for leading and managing a team of customer support agents who provide exceptional service in Local Languages and English. This role involves ensuring the delivery of high-quality support to customers while maintaining operational efficiency. The Team Lead plays a crucial role in team management, performance improvement, and process optimization. They actively support team members in handling customer inquiries, requests, orders, issues, and escalations. Additionally, the Team Lead provides day-to-day and escalation support for all levels of agents, addressing customer requests, inquiries, and questions through email, phone, or live chat. 

Responsibilities 

Customer Support 

• Provides support for SME's and escalated customer requests, inquiries, and/or questions through email, phone, or live chat 

• Responsible for understanding and improving customer satisfaction scores for their overall team 

• Provides day-to-day and escalation support for all levels of GSD agents related to customer requests, inquiries, and/or questions through email, phone, or live chat 

• May also take contacts from customers in the form of phone, email, and chat 

• Provide customer experience recommendations to cross-functional teams, such as Customer Success Management, Customer Support Quality Assurance, IBX Operations, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements. 

Management 

• Performance Management based on KPIs 

• 1:1 coaching and development and performance improvement planning 

• Provides performance coaching and feedback results to their teams 

• Coach and mentor GSD Teams through side-by-side support, escalation support 

• Plans, monitors, and reports on team performance 

Planning and Service Level Management 

• Manages the operation in real-time and takes corrective actions to protect the service (queue and productivity management) 

Process (Improvement/ Development/ Management/ Documentation) 

• Directs team on adopting process and procedure changes 

• Recommends alterations and identifies areas to improve for processes that they manage 

• Participates in the development and improvement of processes while working with other cross-functional teams 

• Has an expert understanding of the service desk process and the ability to articulate it in any situation 

Business Systems 

• Uses expert knowledge of business systems to identify issues and gaps in GSD business systems (e.g., SFDC, AWS Connect, CSC, ECP) 

• Report and triage system issues to the proper channels 

Projects and cross-functional discussions 

• Participates in projects and represents own area of responsibility/expertise  

• Serves as a Point of Contact for other cross-functional teams in matters requiring immediate assistance or operational clarifications  

• Proactively provides feedback to other cooperating teams and develops cross-functional linkages  

Recruitment process 

• Suggests new hire based on/provided by the WFM process and operational needs 

• Participates in the selection process and liaises with HR 

Reporting 

• Prepare and present regular business review reports on team performance metrics, customer and agent trends and insights, and operational efficiency to leadership 

• Analyze trends in agent and customer feedback and provide insights for continuous improvements 

Qualifications

• Minimum 4 years experience in a contact center environment  

• 2-3 years of experience in leading and influencing co-workers 

• Bachelor’s degree in Business, Communications, or a related field preferred 

• Strong leadership and people management skills, with the ability to motivate and inspire a team 

• Excellent knowledge of contact center operations, best practices, and customer service principles 

• Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders 

• Proficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant tools 

• Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively 

• Strong working knowledge of Microsoft Office and CRMs (Salesforce preferably) 

• Flexibility to work in shifts, including evenings, weekends, and holidays, as required by the contact center’s operational needs 

• Fluency in written and spoken English C1