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


- Evaluating quality of work for the whole project
- Providing proper feedback based on BIO model for agents
- Creating and presenting reports based on quality evaluations
- Improving and providing feedback for existed knowledge base available for agents\managers
- Staying up-to-date with all the procedures and instructions on the project
- Improving the overall quality of communication provided by agents for customers
- Creating and presenting training materials
- Calibrating and evaluating the knowledge of customer support team leads\managers
- Client communication

- Coordinating Customer Service team (Gaming industry)
- Evaluating team members based on KPIs
- Supporting processes improvement
- Client communication
- Training new hires and upskilling existing team members
- Creating KPI reports and presenting them to the direct manager
- Quality control and evaluation of procedure adherence
- Updating the team about any new changes within the project