Technical Support Team Lead

1 week ago

Taguig, National Capital Region, Philippines Welsend Global Services Inc. Full time $70,000 - $120,000 per year

Summary:

As a Technical Support Team Lead, you will lead and inspire a team of Customer Service Agents specializing in after-sales service for outdoor batteries, mobile power, etc., including customer service such as returns and exchanges, as well as technical support services such as warranty and instruction on how to use. Your primary focus will be to ensure your team delivers exceptional service, achieves performance targets, and maintains a positive and motivated work environment.

Responsibilities:

  • Performance Coaching:

  • Monitor agent performance metrics, provide regular feedback, and conduct performance evaluations.

  • Identify areas for improvement and provide coaching and support to help agents reach their full potential.
  • Recognize and celebrate achievements to maintain high team morale.

  • Leadership & Support:

  • Foster a collaborative and supportive team environment.

  • Address any agent concerns or conflicts in a professional and timely manner.
  • Handle escalated customer issues or complaints with empathy and professionalism.

  • Process Optimization:

  • Identify opportunities to enhance efficiency and service quality within the team.

  • Collaborate with training to ensure agents receive necessary ongoing development.
  • Stay informed about client updates and share knowledge with the team.

  • Communication & Reporting:

  • Prepare and share performance reports with management.

  • Maintain open communication channels with agents and address their questions or concerns.
  • Liaise with clients to ensure their expectations are met and feedback is addressed.

Qualifications:

  • Proven experience in a customer service or BPO leadership role.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Experience in the after sales is preferred.
  • Passion for coaching and developing others.
  • Ability to multitask and prioritize effectively in a fast-paced environment.

Work Arrangement:

  • Shifting schedule
  • Full time position, Night Shift with flexible scheduling to accommodate US time zones.
  • On-site, McKinley Hill Taguig
  • Can Start ASAP

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