Customer Support Team Leader

2 weeks ago


Brooklyn, New York, United States PruTech Solutions Inc Full time

Position:
Customer Support Team Leader - Call Center Operations While relevant experience and qualifications are essential for this position, it is important to ensure that you possess the necessary interpersonal skills before considering this role.

Job Overview:
The Customer Support Team Leader is tasked with overseeing all operations within the Customer Support unit. This unit acts as a central point of contact, delivering information to the public regarding various aspects of customer service functions.

The ideal candidate should have prior supervisory experience and demonstrate exceptional customer service abilities.



Key Responsibilities:
• Ensure the smooth functioning of the unit and manage daily operations effectively.
• Perform standard supervisory duties, including staff scheduling and resource allocation.
• Plan, organize, direct, and oversee daily staff activities.
• Provide constructive feedback and coaching, including conducting performance assessments.
• Efficiently handle a high volume of inquiries through various channels (telephone, in-person, and written correspondence).
• Research and prepare responses to customer inquiries.
• Review, modify, and implement unit procedures as necessary. Maintain and update the procedural manual.
• Monitor workflow and prepare statistical reports for performance analysis.
• Review, update, and edit the procedural manual for the unit.

Qualifications for the Customer Support Team Leader:
• A Bachelor's degree is required.
• A minimum of 2 years of supervisory experience in an office setting.
• Proven ability to effectively manage and train team members.
• 2-3 years of outstanding customer service experience within a corporate or governmental context.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong organizational and prioritization capabilities.
• Detail-oriented with strong analytical skills.
• Ability to manage multiple tasks/projects simultaneously in a dynamic environment.
• Proficient in computer applications (MS Word, MS Excel, MS PowerPoint).

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