Customer Service Lead

Responsibilities

• Supervise and manage a team of customer service representatives.
• Oversee technical support operations in a high-volume setting.
• Implement and maintain service delivery processes and quality assurance programs.
• Manage workforce and ensure efficient service delivery.
• Collaborate with cross-functional teams to improve service delivery and performance.
• Utilize IT Service Management platforms and workforce management tools.
• Develop and maintain knowledge management systems.
• Conduct incident, problem, change, and continual service improvement management.

Requirements

• Proven supervisory experience in a customer service or technical support role.
• Understanding of ITIL Foundation or equivalent certifications.
• Technical expertise in areas relevant to customer service and technical support.
• Strong organizational and communication skills.
• Experience with IT Service Management and workforce management tools.