Team Lead - Technical diagnosis and troubleshooting

Job Summary

• Team Lead
• Tech plays a crucial role in delivering high-quality technical support and issue resolution for voice operations. This position involves providing real-time assistance to tier 1 agents, handling escalated customer inquiries, and driving continuous improvement initiatives. The Specialist will contribute to enhancing customer satisfaction and overall team performance while ensuring adherence to organizational standards and policies.

Key Responsibilities

1. Provide Technical Diagnosis And Troubleshooting Support To Tier 1 Voice Agents, Ensuring Effective Resolution Of Customer Issues And Adherence To Performance Metrics.

2. Handle Escalated Calls From Customers And Support Agents, Utilizing Strong Written And Verbal Communication Skills To Resolve Complaints Effectively And Enhance Customer Satisfaction.

3. Analyze Variations In Floor Performance Data, Identifying Trends And Recommending Actionable Improvement Strategies To Enhance Service Delivery.

4. Prepare Detailed Performance Reports For The Team Leader, Highlighting Individual And Team Metrics, And Suggesting Areas For Improvement Based On Data Analysis.

5. Mentor And Coach Team Members On Best Practices For Technical Support, Fostering A Culture Of Continuous Learning And Improvement Within The Team.

Skill Requirements

1. Basic Understanding Of Technical Diagnosis And Troubleshooting In Voice Operations

2. Familiarity With Customer Satisfaction Metrics And Their Impact On Business Outcomes

Strong Written And Verbal Communication Skills:

1. Basic Knowledge Of Business Acumen Related To Customer Experience

Other Requirements

1. Optional But Valuable: Itil Foundation Certification

2. Optional But Valuable: Customer Service Certificatio