The Team Leader is responsible for overseeing the day-to-day operations of customer service agents to meet and exceed client expectations and KPIs. This includes managing agent roster and ensuring agents work their entire shift. They also ensure agents have adequate training to delight the clients and provide task-relevant feedback to agents.

Key Responsibilities

• Design and execute effective rosters and schedules to meet the client’s needs perfectly
• Monitor, understand, and radiate information about the performance and skill levels of the customer service team troubleshoot complex technical tickets and help the agent to resolve them
• Ensure Agents have the necessary knowledge, skills, and tools to succeed
• Manage the agents effectively throughout their life cycles
• Collaborate with the Service Delivery Manager to ensure excellent service delivery
• Have technical sessions with the client

Required Skills & Qualifications

• Bachelor’s Degree
• 2+ years experience in customer service, outsourcing, or related industry
• 1+ year of management experience with a minimum of 5 direct subordinates in the related industry
• Experience with WordPress: Advanced understanding of WordPress, including themes, plugins, APIs, and customizations.
• Experience in technical support, with at least one year in a leadership or management role. Experience working with ACF would be a great advantage.
• Strong troubleshooting skills: Ability to diagnose and resolve complex technical issues related to WordPress plugin functionality, performance, and compatibility.
• Knowledge of PHP, MySQL, and JavaScript: Familiarity with web technologies and the ability to read and understand code for troubleshooting purposes.
• Excellent communication skills: Ability to explain technical issues to technical and non-technical customers.
• Leadership experience: Proven ability to lead, mentor, and develop a technical support team.
• Problem-solving mindset: Ability to stay calm under pressure and handle multiple tasks effectively.
• Customer-focused: Commitment to providing excellent customer service and improving customer satisfaction.