Team Lead - Customer Support

We are seeking a dedicated and experienced Team Lead for our Customer Support department. The ideal candidate will have a strong background in managing teams within the international voice process, particularly in the BPO sector. This role is crucial for ensuring that our customer support operations run smoothly and efficiently, providing exceptional service to our clients.

Key Responsibilities

• Lead and manage a team of customer support representatives, ensuring high levels of performance and customer satisfaction.
• Oversee inbound and outbound call operations, ensuring that all customer interactions are handled professionally and effectively.
• Implement training programs to enhance team skills and knowledge in banking collections and voice processes.
• Monitor team performance metrics and provide regular feedback to team members to foster continuous improvement.
• Collaborate with other departments to streamline processes and improve overall customer experience.
• Handle escalated customer issues and provide solutions in a timely manner.

Required Skills

• Proven experience in customer support, particularly in an international voice process environment.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Ability to analyze performance metrics and implement strategies for improvement.
• Familiarity with banking collections and BPO voice processes is a plus.

If you are a motivated leader with a passion for customer service and team development, we encourage you to apply for this exciting opportunity to make a significant impact in our organization.