Customer Support Team Lead

hace 2 meses


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

**About the Role**

**360Training** is seeking a Customer Support Supervisor to lead our customer support team. The ideal candidate will have a proven track record of providing exceptional customer service, coaching, and mentoring to staff.

**Key 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.
  • Manages and oversees a team of call center agents.
  • 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 advance career on 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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