Technical Support Team Lead
Current- All of the responsibilities of Tier 2 plus:
- Managing call center floor for up to 35 agents. o Delegating tier 1, 2 agents to assist with steady handling of tickets and calls stay within SLA/ KPI. Also ensuring effective management of multiple outages.
- Taking Team Lead calls to deescalate and resolve difficult situations.
- Doing 1:1 coaching sessions for up to 8 different agents.