Team Leadership: Supervise and lead a team of team members during the assigned shift. Provide guidance, coaching, and support to ensure team members meet their goals and objectives.
Quality Assurance: Ensure support and acknowledgment of quality standards aligned with our client and customer experience. Implement quality control procedures and address any quality issues promptly.
Performance Metrics: Monitor and track key performance metrics, such as agent tasks and responsibilities. Take corrective actions as needed to meet or exceed performance targets.
Training and Development: Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge. Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions.
Communication: Maintain open and effective communication channels with team members, other shift leads, and management. Report any issues, escalations, or opportunities for improvement.
Problem Solving: Address operational challenges and resolve issues that may arise during the shift. Collaborate with other departments to find solutions to complex problems.
Helpdesk Management: Ensure the helpdesk is managed by checking agent availability and SLA tickets.
Ensuring you are available as the POC in the management queue to do escalations.

Curious and authentic, just like us! #beboldr
An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction
Bachelor's/College Degree in any field you’re passionate about!
1 year of leadership experience.
3+ years of Customer Support experience
Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications.
Excellent verbal and written communication skills.
An ability to understand and communicate complex ideas to clients.
Aptitude to quickly learn and navigate new technology, systems, and applications.
Ability to accept feedback gracefully and with an open mind.
Customer orientation and ability to adapt/respond to customers with diverse backgrounds.

Team Lead

Key skills