Patrianna

Customer Support Team Lead

Patrianna

full-time

Posted on:

Location Type: Remote

Location: Argentina

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Lead and develop a frontline customer support team
  • Conduct regular 1-on-1s and manage performance optimization
  • Monitor queues and manage SLA breaches
  • Track and analyze key metrics including AHT, CSAT, FCR
  • Review, validate, and audit individual performance metrics
  • Create comprehensive reports on trends and risks
  • Maintain oversight of legal queues

Requirements

  • Proven track record of leading customer service teams
  • Strong understanding of SLA management
  • Experience analyzing KPIs
  • Ability to conduct effective 1-on-1s
  • Experience managing scheduling and compliance
Benefits
  • Equal Opportunities Statement
  • Full ownership of team’s success
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
performance optimizationSLA managementanalyzing KPIsreport creationqueue managementmetrics trackingAHTCSATFCR
Soft Skills
leadershipcommunicationperformance managementanalytical skillsinterpersonal skills