Team Lead - Technical support Voice Process
Team Lead - Technical support Voice Process
Posted on :
13-09-2024
Employer Active
1 Vacancy
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Job Description
Overview
The Team Lead Technical Support (Voice Process) plays a crucial role in leading a team of technical support agents to provide exceptional customer service and technical assistance to clients via voice communication channels. They are responsible for ensuring the team meets performance targets resolving complex technical issues and maintaining a high level of customer satisfaction.
Key responsibilities
- Lead and manage a team of technical support agents in a voice process environment
- Provide guidance coaching and mentorship to team members to enhance their technical and customer service skills
- Handle escalated technical issues and provide timely resolutions
- Monitor team performance metrics and develop action plans to improve productivity and quality
- Collaborate with crossfunctional teams to address technical challenges and process improvements
- Conduct regular performance evaluations and provide feedback for continuous improvement
- Ensure adherence to company policies procedures and quality standards
- Handle customer escalations and act as a point of contact for complex technical inquiries
- Participate in recruitment onboarding and training activities for new team members
- Assist in creating and updating technical support documentation and knowledge base
Required qualifications
- Bachelors degree in a relevant field or equivalent work experience
- Proven experience in a technical support role preferably in a voice process environment
- Demonstrated leadership and people management skills
- Strong understanding of technical troubleshooting and problemsolving techniques
- Excellent communication skills and the ability to interact effectively with customers and team members
- Proficiency in using customer support software and CRM systems
- Ability to work in a fastpaced and dynamic environment while maintaining highquality standards
- Proactive selfmotivated and resultsoriented mindset
- Good understanding of voice communication protocols and technologies
- Certifications in relevant technical areas will be an added advantage
leadership,communication,customer service,technical support,voice process,customer
Employment Type
Full Time
Key Skills
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