Description

You will manage a Level 1 Technical Support team, coaching and mentoring members to deliver fast, consistent, world-class support. You'll handle escalations, monitor performance, and ensure customer satisfaction across phone, chat, and web channels.

Requirements

• Experience leading a team in a contact center environment
• High performer with ability to coach and mentor
• Strong communication and performance management skills
• Ability to handle customer escalations
• Experience managing SLAs and quality metrics

Responsibilities

• Drive team performance to ensure best-in-class customer satisfaction across all support channels (phone, chat, web)
• Maintain customer satisfaction and internal quality levels at or above stated objectives
• Effectively manage staff and contract partners, reviewing SLA and quality
• Ensure productivity goals are clearly understood, monitored, and achieved
• Manage end-to-end process from issue submission through resolution