Customer Support Team Leader

hace 2 días


San Francisco, Heredia, Costa Rica 360Training A tiempo completo

Overview

At 360Training, we are seeking a skilled Customer Support Team Leader to lead our team of call center agents. As a key member of our customer support department, you will be responsible for providing leadership, coaching, and mentoring to staff members.

About the Role

We are offering a competitive salary of $65,000 per annum for this position, commensurate with experience. In this role, you will oversee daily staffing assignments, ensure compliance with policies and procedures, and work collaboratively with leadership to meet performance standards.

Main Responsibilities

  • Provide leadership, orientation, training, coaching, and mentoring to departmental staff.
  • Assist with performance evaluations and disciplinary actions.
  • Determine, coordinate, and supervise daily staffing assignments and staffing levels to ensure department service levels are met and exceeded.
  • Ensure staff compliance with departmental and organizational policies, procedures, and protocols.
  • Work collaboratively with leadership to meet and exceed call center performance standards.
  • Motivate agent growth and performance through weekly coaching interactions.
  • Answer and support agent questions and escalations.
  • Drive quality customer experiences by listening and monitoring agent interactions.
  • Track agent attendance to drive consistent capacity.
  • Assist with onboarding process.
  • Assist members by taking calls/chats during times of peak volume.
  • Hold your team accountable to company policies and procedures.

Requirements

  • Bachelor's degree or advanced career in Business Administration, Economics, or a related field, or equivalent experience.
  • 2+ years of work-related experience.
  • Proficiency in Spanish and English Language.
  • Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
  • Strong written and verbal communication skills; interacting with diverse personalities.
  • Self-starter with excellent follow-up and time management skills; ability to multi-task.
  • Capable of handling fast-paced, innovative, and constantly changing environment.
  • Flexible and enthusiastic willingness to work with constant change.


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