Team Lead, Customer Support
Location
Ahmedabad | India
Job description
Job Description
Brief Description of the Role: We are seeking a Team Lead – Customer Support to join our team. You will have several key responsibilities to help promote the team's success. As a Team Lead, you will lead, coach, and mentor a team of Sr. and Technical Support Executives as the shift leader. You will be responsible for making sure the team is staffed to handle the case demand from day to day, coach and mentor reps on work quality, ensure the SLA and KPIs are being met, handle client escalations, and participate in performance reviews. You will also participate in interviewing and on-boarding new joiners to the team.
A Day in the Life/Role Responsibilities: Queue Management
- Ensuring staffing is at the appropriate level in the moment to meet the needs of the customer. Advising staff to pivot priorities as business need arises
- Monitoring real time case queue volume & inbound omni-channel traffic
- Ensuring volume is being triaged at appropriate rate, raising alarms when volume peaks, especially in unexpected situations
- Maintaining a streamlined case queue by re-routing cases that belong with other Lines of Business, preventing cherry-picking of cases, and assigning out cases as defined by queue policy
Quality Assurance Management
- Engaging in official QA Scorecard efforts to track performance of individual contributors
- Holding individual conversations with direct reports going over scorecards and providing feedback
Fielding Customer Escalations
- Act as the primary escalation point for individual team members when customers seek the counsel of team leadership via any channel
Supporting documenting and planning for the creation of enablement resources for Customer Care Staff
- Ensuring training and enablement documents, videos, and live sessions exist and are distributed to staff as needed
- Proactively sourcing SMEs for the creation of needed content
Regular check-ins with direct reports to establish progress tracking and working rapport
- Hold weekly or bi-weekly 1:1s ensuring direct reports feel supported, engaged, and know their personal progress toward career and team goals
- Proctor performance management conversations with direct reports as needed up to and including delivering improvement and/or development plans
- Deliver written and verbal annual reviews as well as merit increases
Proactively fostering solutions to changing operational needs
- Offering candid and timely feedback to Managers and Directors in order to increase the productivity and effectiveness of the overall Customer Care team
Enabling Team Communications and Camaraderie
- Aid in scheduling, setting agenda, and proctoring routine meetings to discuss POD specific topics.
Metrics
- Review caseloads and support metrics of your direct reports daily and weekly to form an overview of their performance and make (near) real time course-corrections when needed.
- Provide weekly & monthly support metrics that reflect the performance of your team
CSAT Monitoring
- Investigate detractor comments for staff performance
- respond to detractor comments to seek resolution, when necessary.
Schedule Adherence
- Assist Team Manager with building of workforce schedule
- Ensure appropriate coverage on daily schedules
- Monitor PTO and Sick Time for direct reports
Engage as a Player/Coach
- When the situation merits, own case resolutions and remediation of case backlogs
Key Traits, Knowledge, Skills, Abilities & Experience: - Adaptable to a rapidly changing, fast-moving environment.
- Effective team management skills
- Deconstruct problems in a logical and structured manner.
- Shift/coverage management experience
- Handle sensitive clients with patience and grace
- Diligent problem solver.
- Effective time management skills
- Ability to effectively communicate to clients, team and Management.
- Ability to effectively manage client/prospective client relationships
- Ability to manage multiple assignments simultaneously
- Ability to interpret specifications and build solutions to those specifications
- Experience with Microsoft Word styles and Add-ins
- Experience with all Litera's products is a plus
- Document management system experience desired
- Demonstrate leadership for company and team initiatives.
- 3-7 years of experience providing customer-facing customer service or software support
Success Criteria: - Success in the role will be demonstrated by performing above tasks at a high level collectively as a team.
- Manager involvement in above operations should be minimal, however any issues that need management assistance should be proactively identified and escalated.
- Success also based on defined KPIs and SLAs and contribution to the team objectives.
- Team is meeting assigned KPIs & SLAs
- Proven Ability to lead and coach team wherever required
- Ensure cases are covered and managed appropriately throughout the different time zones, Holidays /PTO, dev esclatations, and client escalated cases.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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