Remote Customer Support Team Lead – 5CA

Remote Customer Support Team Lead

Work Remotely from anywhere Worldwide 

5CA

Job Overview:

Who you are

You are a natural people-person. You get a kick out of building relationships with people from all kinds of backgrounds and you are deeply empathetic. You are a great motivator. You help people understand the value of their work and can motivate them to give their best performance. That means you lead by example.

Why we want you

As a Team Lead (TL) you will look after the job satisfaction of around 10 to 15 agents. This means you will build strong relationships with everyone in your team, train and coach them. As Team Lead you make sure that your team has the tools and motivation to provide great customer support. You go the extra mile to make sure that your team is engaged, committed, and comfortable with their work.

Job Responsibilities:

Your responsibilities:

• Optimize the satisfaction of your team. You are the main point of contact for your team. You address and resolve any issues that get in the way of your team’s job happiness.
• Optimize the performance of your team. You motivate your team to give their best performance and coach them to do a little bit better each day.
• Onboarding new agents. You introduce new agents to 5CAs company, culture, and tools.

Your tasks:

• Provide feedback, coaching, and relevant information to your team.
• Train your team on 5CA systems/tools, soft skills and channel-specific skills. You evaluate and pre-approve VTO (Voluntary Time Off) requests.
• Coordinate execution of project-specific training/coaching with Project Leads.
• Signal agent-specific and project-specific issues to the Project Lead.
• Work with other 5CA departments, such as the Training, Quality Assurance and HR to fulfill your team’s needs.

Job Requirements:

• Minimum two years of team-leading experience in an international working environment, preferably in an inbound customer contact center.
• Good understanding of contact center metrics.
• Able to work under pressure and deal with changes in a dynamic work environment.
• Strong leadership & team management skills.
• Strong motivational and empathetic skills.
• Flexible approach towards working hours. Your team may work in different shifts which may require a flexible schedule.
• Highly proficient in written and spoken English and Polish.
• Being a strategic thinker who is willing to put its team needs ahead of his/her own.
• Bachelors Degree or equivalent, or being in the process of acquiring one.

Benefits:

• A competitive salary based on market standards
• A fulfilling position within a fast-growing company with great customers
• An inspiring environment with young, talented colleagues from all over the world

How To Apply:

Click on “Apply” button down below to process your job application!