Lead - Customer Service - BPO/ITeS

Responsibilities:

- Lead and mentor a team of customer support representatives, promoting a customer-centric culture.

- Set clear performance expectations and provide regular feedback and coaching.

- Develop and execute customer support strategies to enhance customer satisfaction and retention.

- Collaborate with other departments to align support efforts with company goals.

- Establish and maintain quality standards for customer interactions.

- Monitor customer support activities and implement improvements as needed.

- Oversee the resolution of complex customer inquiries and issues, ensuring timely and effective solutions.

- Handle escalated cases when necessary.

- Analyze customer support data and metrics to identify trends, areas for improvement, and opportunities for enhancing the customer experience.

- Plan and implement training programs for customer support representatives to enhance their skills and knowledge.

- Promote a culture of continuous learning and improvement.

- Collect and analyze customer feedback and implement changes to address concerns and improve overall service.

- Stay updated on customer support technology and tools to enhance efficiency and service quality.

- Recommend and implement software or systems as needed.

- Manage the customer support budget effectively, optimizing resources for maximum impact.

Qualification:

- Bachelor's degree in business, management, or a related field (Master's degree preferred).

- Proven experience in a leadership role within customer support or a related field.

- Excellent communication, interpersonal, and problem-solving skills.

- Strong data analysis and reporting capabilities.

- Proficiency in customer support software and tools.

- Customer-centric mindset with a focus on delivering exceptional service.

- Strategic thinking and a track record of driving process improvement.