Team leader Chat Process

About the role

You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escalate abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed.

What you'll do

• Manage, inspire, and mentor a group of Customer Support Agents (CSA)
• Hold regular team meetings, evaluate performance, and offer helpful criticism
• Manage escalations and challenging situations while advising and supporting CSAs
• Make sure that all CSA tasks are completed smoothly and effectively
• Keep up with periodic updates and make sure the team follows them

What you need

• Chat support
• Customer service
• Escalation handling
• Communication
• Any graduate