Support Agent Team Leader

3 days ago

Cape Town, South Africa Tower Group South Africa (PTY) Ltd Full time

Overview Role Purpose: The Support Agent Team Leader oversees the day-to-day performance of the support team, ensuring exceptional customer service, efficient query resolution, and data-driven improvement of service delivery standards across operations. Key Responsibilities Team Leadership: Supervise, coach, and motivate support agents to achieve individual and team performance goals. Customer Experience: Ensure consistent, high-quality responses to customer queries via phone, email, and live chat. Data Analysis & Reporting: Track KPIs such as response time, resolution rate, customer satisfaction, and ticket trends; generate weekly and monthly reports. Process Optimization: Identify workflow bottlenecks and leverage analytics to recommend and implement process improvements. Training & Development: Conduct onboarding and regular training sessions to improve product knowledge and customer handling skills. Escalation Management: Handle complex or high-priority customer issues and ensure timely resolution. Cross-Department Collaboration: Partner with operations, logistics, and finance teams to address recurring customer issues using data insights. Key Performance Indicators (KPIs) Average response and resolution time Customer satisfaction (CSAT) and Net Promoter Score (NPS) Ticket backlog and closure rates Agent productivity and adherence scores Data accuracy and reporting timeliness Skills & Competencies Proven leadership in a customer support or contact center environment (2–4 years) Strong analytical and reporting skills (Excel, Google Sheets, or BI tools such as Power BI / Tableau) Excellent communication and conflict resolution skills Experience with CRM or ticketing systems (e.g.Cue) Data-driven mindset with a continuous improvement focus Qualifications Diploma or Degree in Business Administration, Operations, or related field Certification in Customer Experience or Data Analytics is advantageous #J-18808-Ljbffr

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