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Technology Support Team Lead

Salary undisclosed

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Responsibilities:


  • Own and monitor the performance and calibration on team members

  • Frequent 1:1s with team members to solicit feedback on process inefficiencies or team-related issues

  • Deliver performance reviews to team members

  • Own and create performance improvement plans

  • Communicate vision and strategic vision changes

  • Track case handling and time management

  • Review and improve case handling flow

  • Create, implement, and follow up on individual, team, and site wide action plans and communicate the initiatives and results to client

  • Identify and implement initiatives to drive customer satisfaction, increase case quality, increase efficiency, and boost team productivity -- and share the initiatives and results with client the performance and career development of the technical support team

  • Manage responsive relationship with client to build productive, retention-oriented team culture

  • Report weekly according to the KPI performance, own, prepare content, and present reporting for performance review.

  • At least 4 years experience working customer support preferably non-voice

  • Google workspace knowledge or certification is a plus