Customer Support Team Leader (HCF Canada)

Skills

• Coaching skills
• Customer service experience
• Performance monitoring
• Conflict resolution
• Team building

Responsibilities

• Monitor agent performance and maintain quality assurance scores above 90%
• Provide coaching to agents based on QA feedback and metrics
• Handle escalations from unhappy customers
• Ensure schedule adherence and desired productivity levels
• Maintain coaching logs and provide feedback to agents
• Navigate support tools like Zendesk, Metabase, and Five9
• Resolve team members' issues and conflicts
• Initiate performance management steps when necessary
• Conduct team-building activities

Benefits