Call Center Team Leader

Job Brief

We are looking for a motivated and experienced Tier 1 team leader (TL) to lead our call center. The call center TL will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. You will be up to date on industry products and trends, and train staff accordingly.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Responsibilities

  • Managing company’s call center
  • Server as first escalation point to call center members
  • Responding to escalated customer support issues.
  • Implementing customer support processes to enhance customer satisfaction.
  • Formulating and revising customer support policies and promote their implementation.
  • Responsible for team’s periodic training to ensure all team members are up to date with product offering
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team’s ongoing performance.
  • Delivering performance evaluations and following the disciplinary process according to company policy.

Requirements

  • 3+ years of experience in call centers
  • Prior experience in team/shift management – MUST
  • Proven experience as a customer support specialist, preferably within a similar environment.
  • Top-notch oral, written, and interpersonal abilities.
  • Strong analytical and troubleshooting skills
  • CRM system knowledge (JIRA, SalesForce, Zendesk etc.) – advantage
  • Strong client support services skills (customer service)
  • Attention to detail
  • Strong organizational skills
  • Ability to think outside the box
  • Hebrew and English at a native language level – MUST

Apply now

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