Team Lead

Job description:

Role Overview: As a Team Lead , you will be responsible for supervising, coaching, and developing a team of Technical Support Representatives within our call center environment. The Team Lead must maintain a high level of proficiency in all departmental processes and job functions. Expectations include employee supervision, cost containment, employee performance management including coaching, motivating, and managing the team on how to deliver the best customer service possible to meet/exceed productivity and quality metrics. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you may be a match for CGS.

Key Responsibilities:

• Supervise and support a team of Technical Support Representatives
• Assure our team attains each KPI
• Attend and participate in departmental meetings
• Monitor call volume and staffing levels, adjust during the day/shift as needed
• Monitor inbound calls to maintain quality, efficiency, and high levels of customer satisfaction.
• Address escalated client concerns and ensure timely resolution.
• Facilitate regular 1 on 1 and group coaching sessions
• Maintain up-to-date knowledge of client processes, procedures, and technical tools.

Qualifications:

• Flexible availability during our hours of operation, which are Monday to Friday from 7:00 AM to 6:00 PM.
• Ability to work overtime as needed.
• Excellent listening skills.
• A minimum of 3 years of experience in a supervisory role within a call center.
• Strong verbal and written communication skills.
• Proficient troubleshooting skills for both computer hardware and software.