Position: Customer Support Manager/Team Leader
Category: Support
English level: upper
Years of experience: 2.5


Able to:

-Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive customer experience;
-Develop team members providing guidance on areas of development and empowering ownership of problems through to resolution;
-Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;
-Carry out performance review (including quality control assessment) of individual team members and a team as one unit;
-Organize and lead meetings to provide analysis and charts of team performance to team members (one-on-one meetings and general meetings);
-Provide regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;
-Set goals to the team that are in line with the department and company goals, and ensure the required performance targets and deadlines are met;
-Monitor and provide regular reports on team progress and performance and other requirements as required

Additional:

 Provide general supervision of the shift to ensure all systems and processes are running smoothly;
- Organize and manage the workflow on shifts, including balancing the workload;
- Ensure productive workflow and comfortable working conditions for each CS Specialist on shift;
- Maintain a productive environment, motivate and inspire team members;
- Facilitate problem solving and resolve conflict situations;
- Be an escalation point for clients, determine and approve exceptions;
- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;
- Develop and maintain in-depth product knowledge;
- Maintain reports on shift performance as required;
- Report and escalate issues and incidents based on guidelines;
- Assist with updating external client knowledgebases, as well as internal departmental documentation as required;
- Be engaged in continuous training and self-education;
- Collaborate with peers and other departments to achieve the company goals