Customer Support Team Lead
hace 2 meses
We are seeking a highly skilled and experienced Customer Support Team Lead to join our Experian team in the United States. As a key member of our customer support division, you will be responsible for leading a team of remote customer support associates, providing guidance on customer inquiries, and setting Key Performance Indicators (KPIs) to track team success.
About the Role:
- Leverage your leadership skills to guide a team of customer support professionals towards exceptional service delivery.
- Develop and implement strategies to ensure timely and effective resolution of customer inquiries.
- Cultivate a culture of data-driven decision making within the team by tracking KPIs and providing actionable feedback.
- Monitor daily workflows to guarantee adequate coverage and adherence to established procedures.
- Drive process improvements through systematic analysis and identification of areas for enhancement.
- Prioritize quality evaluations, ensuring each agent meets the highest standards.
Requirements:
- A minimum of 4 years of experience in managing a customer support team with a proven track record of success.
- Background in Collections/Billing is a significant plus.
- Excellent command of English language and proficient in Excel for data analysis.
- Ability to establish and maintain performance metrics.
- Strong communication and interpersonal skills.
- Willingness to adapt to changing priorities and work efficiently in a remote environment.
What We Offer:
- An estimated annual salary of $73,500 based on industry averages and location.
- A comprehensive benefits package, including medical, life, and dental insurance.
- Flexible work arrangements to balance personal and professional responsibilities.
- Ongoing training and development opportunities to enhance career growth.
About Us:
We're Experian, a global leader in providing information services, analytics, and marketing solutions. Our mission is to empower individuals, businesses, and organizations to achieve their full potential through innovative data-driven approaches. At Experian, we believe in fostering an inclusive and diverse workplace where talented individuals can thrive. If you share our passion for delivering exceptional results and driving positive change, we encourage you to apply for this exciting opportunity.
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