Team Lead - Technical Support (New Braunfels TX - Onsite)
Core
Drive performance of a team of 17 agents to meet service level components, sales targets, and quality standards while acting as a liaison between front-line staff and management.
Role type
Team Lead (Customer Support Operations)
Builds
Customer experience delivery and operational efficiency for technology clients
Domain
Business Process Outsourcing (BPO) / Customer Support
Deliverable
dashboards & analysis
Required skills
People management, operational management, call monitoring, staff training, performance appraisal, conflict resolution, process improvement, sales target delivery, schedule adherence
Preferred skills
Coaching for performance, stakeholder management, product development recommendations
Technologies
Cloud-based infrastructure, call center systems
Responsibilities
Manage day-to-day planning and problem-solving for a team of 17 agents; Deliver team sales, service level, quality, and productivity targets; Conduct performance appraisals, confirmations, promotions, and terminations; Monitor calls and provide coaching/feedback; Compile reports on team performance and customer feedback; Act as communication conduit between front-line agents and management.
Seniority
Senior, hands-on IC with supervisory authority