Technology Support Team Lead
Salary undisclosed
Apply on
Original
Simplified
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
Similar Jobs