Support Agent Team Leader

2 days ago

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

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

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