Customer Support Team Lead at Spytrac Telematics Service Limited

Responibilities
What you’ll do as a Customer Experience Team Lead

• Manage the support queues (email, calls, chat, social, etc.) to ensure we meet KPIs as defined.
• Provide continual evaluation of processes and procedures. Suggest methods to improve operations, efficiency, and service to both internal and external customers.
• Provide coaching and constructive feedback to improve performance and enable your team to achieve all established goals & business objectives.
• Participate in the escalation process including working with clients and other departments to resolve client cases.
• Conduct regularly scheduled team and one-on-one meetings with your direct reports.

Requirements / Skills

• Above all else, you must have an extreme passion for improving the customer/player experience, solving problems, and driving positivity amongst the team.
• Strong desire to teach and coach a team to deliver quality customer experience.
• Exhibit strong leadership skills.Demonstrate the ability to manage multiple tasks, while effectively focusing on priority issues.
• Bachelor's Degree or equivalent work experience.
• Innermediate PC skills with a working knowledge of google sheets, docs and reports.