Position: Team Lead
Category: Support
English level: fluent
Years of experience: 4


- Managed team of 25+ employees and monitored projects to ensure
progress
- Overseed the day-to-day operations of a team, each member’s
contributions, and participation to ensure the tasks are on track to be
completed in a timely manner.
- Collaborated with other Departments to facilitate client need
fulfillment, creating new opportunities.
- Trained new employees on company standards and procedures in
order to improve their confidence, product knowledge, and
communication skills.
- Maintained an updated knowledge database and manuals of the
products and services.
- Responsible for keeping clients satisfied and delivering exceptional
service on a day-to-day basis in terms of a support agent’s duties.
- Monitored team performance and reported on KPI metrics.
- Listened to agents’ feedback, and provide regular support and
encouragement to keep the team motivated and working towards a
common goal.