Monitor and evaluate agent performance against set KPIs, including tickets taken, ticket solve rates, first response times, and total resolution times.
Actively manage ticket queues to ensure efficient distribution and prioritization of tasks.
Identify training needs for agents struggling to meet performance targets.
Collaborate with Training to identify areas where documentation and support materials are lacking.
Regularly analyze performance data to identify trends, areas for improvement, and successes.
Ensure all customer interactions are handled professionally and in line with company standards.
Other duties as required.

Requirements

5+ years of experience in a customer support or customer service environment, with at least 3+ years in a supervisory or team lead role
Proven experience managing agent performance using KPIs such as SLAs, CSAT, first response time, and resolution time
Strong coaching and people-management skills, with the ability to motivate, develop, and hold team members accountable
Demonstrated ability to analyze performance data, identify trends, and translate insights into actionable improvement plans
Experience with ticketing and customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow, or similar)
Excellent written and verbal communication skills, with the ability to provide clear feedback and present reports to senior leadership
Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment
Ability to collaborate cross-functionally with Training, Product, and Enablement teams
Customer-focused mindset with a commitment to delivering high-quality service and continuous improvement.

Benefits

Applicant Tracking System Keywords

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

KPI managementperformance analysiscoachingdata analysisticket managementcustomer service metricsSLAsCSATfirst response timeresolution time

people managementmotivationaccountabilitycommunicationorganizational skillstime managementcollaborationcustomer focuscontinuous improvement