TIER1 & TIER2 TEAM LEADER - Remote

Overview

The TIER1 & TIER2 TEAM LEADER is responsible for leading a team, monitoring performance, and ensuring objectives are met through effective coaching and management.

In Short

• Regular status meetings with management to discuss team goals.
• Monitor and report on team performance progress.
• Set SMART objectives for team members.
• Perform Tier 1 and Tier 2 functions as needed.
• Monitor queues, SLA, and staffing concerns.
• Provide coaching and training to team members.
• Facilitate team huddles and socializations.
• Create action plans for performance improvement.
• Support agents with difficult calls.
• Provide feedback to management on objectives.

Requirements

• Experience in team leadership.
• Strong communication skills.
• Ability to monitor and analyze performance metrics.
• Experience in coaching and training.
• Familiarity with SLA management.
• Problem-solving skills.
• Ability to create and implement action plans.
• Experience in customer service environments.
• Technical knowledge relevant to the role.
• Ability to provide constructive feedback.

Benefits

• Opportunity for career advancement.
• Supportive team environment.
• Training and development opportunities.
• Flexible working arrangements.
• Access to updated policies and procedures.
• Engagement in team-building activities.
• Performance-based recognition.
• Access to resources for professional growth.
• Encouragement of work-life balance.
• Collaborative work culture.