Call Center Team Leader

Aliaict

Lead and manage a team of technical support representatives (call center agents), including hiring, training, coaching, and performance management.

• Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
• Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
• Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
• Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
• Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
• Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
• Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
• Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
• Prepare and present reports on team performance, key metrics, and customer feedback to senior management.

Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.

• Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
• Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures.
• Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.
• Strong customer service orientation with a dedication to delivering an outstanding support experience.
• Strong knowledge of technical support best practices and methodologies.
• Experience in using support management tools and systems.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and collaboratively in a team environment.
• Prepare accurate and timely reports
• Experience using remote support tools
• Experience in supporting software systems is preferrable
• Proven work experience as a Technical Support services.
• Excellent understanding of computer systems, mobile devices and other technology tools
• Excellent problem-solving and Communication skills
• Excellent knowledge in customer experience
• + 6 Years Of Experience
• Own Laptop
• Work From Home