Support Team Lead

Job Description

Job Overview:

We are seeking an experienced and motivated Support Team Supervisor to lead and inspire our customer support team. The ideal candidate will be responsible for overseeing day-to-day operations, ensuring exceptional customer service, and driving team performance to align with the targets set forth by the Support Manager. As a Lead, you will play a key role in identifying training opportunities and escalating them to the Manager. You may be expected to mentor team members to deliver top-notch support to our valued customers.

Responsibilities:

• Lead and mentor a dynamic support team, fostering a positive and collaborative work environment.
• Provide guidance, coaching, and mentorship to team members for continuous professional development.

• Work with the Support Manager to establish targets and goals for their respective teams that align with the department metrics and defined service level agreements (SLAs).

• Conduct periodic 1-on-1 meetings with agents to discuss performance, goals, and address individual concerns.
• Handle disciplinary actions when necessary and ensure adherence to company policies.
• Monitor and manage daily support operations, ensuring efficiency and effectiveness.
• Collaborate with cross-functional teams when necessary to address escalated issues and improve overall customer satisfaction.
• Manage the workflow of agents, create team schedules across multiple shifts, and delegate tasks to ensure workload balance.
• Help Support Manager, as necessary, in conducting regular performance evaluations and providing constructive feedback to team members.
• Assist with PTO (Paid Time Off), and Sick Time request management.
• Assist with interviewing and hiring of new Client Support Representatives 

Location: Hyderabad - Onsite

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