Team Lead Support - Newburg, WI, United States - Titan Industries

Titan Industries

Verified Company

Newburg, WI, United States

6 days ago

Posted by:

James Miller

beBee Recruiter

Freelance

Description

Job Description:

As a Team Lead Support in Newburg, WI, you will be responsible for ensuring smooth functioning of our support services.

Your main focus will be on providing quick responses to our clients' inquiries about our products and offering uncomplicated assistance with any issues or defects they may encounter.

Customer satisfaction is your top priority. You will oversee the team's adherence to quality standards and goals, ensuring a seamless and efficient workflow.

Responsibilities:

Organizing and monitoring workflow processes
Setting and coordinating the team's adherence to AHT (Average Handling Time) for written and phone support
Analyzing, reporting, and monitoring KPIs
Continuously improving service quality, customer orientation, and productivity
Documenting and standardizing processes
Hiring new team members
Organizing training for the team
Reporting and providing feedback for process optimization within the team
Collaborating with the team

Qualifications:

Customer orientation and problem-solving skills are essential for this role.

You should have previous experience leading a customer service team for business clients and possess a natural inclination to take care of others.

Additionally, you should have:

A degree in business or technical studies, or a commercial or technical education with relevant work experience
Excellent communication and teamwork skills
Proficiency in MS Office applications
Experience in conflict management
Leadership experience
Strong analytical skills, numerical understanding, and math skills
Ability to explain complex concepts in