Customer Support Team Lead
Current- Managing a team of 8-14 customer support representatives- Leading and motivating a team to achieve quality and performance targets, enhancing the overall customer experience- Conducting regular performance reviews to enhance team member development and improve productivity, assistance quality, and statistical outcomes- Developing team members by offering coaching on areas of improvement and providing constructive feedback to support the enhancement of their skills and knowledge- Establishing team objectives aligned with departmental and company goals, and ensuring the team achieves necessary performance targets and meets deadlines accordingly- Focusing on staff engagement and motivation to ensure active participation and alignment with shared objectives- Organizing meetings to present analysis and performance charts to team members, facilitating both one-on-one and general team discussions- Working with Confluence, Jira, Trello, WordPress and other CMS platforms in daily operations- Arranging team-building activities for team members helping team members bond better, improving how they work together and making the workplace more enjoyable- Implementing various initiatives aimed at streamlining existing procedures and processes; participating in creation of both external and internal procedures to optimize workflow and enhance overall customer satisfaction- Managing day-to-day operations in the department
