Job Description

Job Description

Job Description

Salary: $6 - $7

We are a Business Process Outsourcing Company and we are looking to hire another Team Lead from Sta lucia, Jamaica or other Caribbean locations

to handle some of our eCommerce clients as well as other industries such as Medical Billing/Coding and/or Authorizations.

Requirements/Qualifications
- Have experience in managing small to large teams
- Knowledgeable in Quality Assurance Monitoring
- Management Experience specifically in a call center

-Knowledge in speaking spanish
- Knowledgeable in reporting
- Excellent English Grammar
- Well versed in eCommerce Platforms such as Shopify, Magento, Woo Commerce, Big Commerce
- Well versed in Customer Support Ticketing Platforms such as Zendesk, Gorgias, Five9
- 5+ years of Customer Support Experience
-Team leadership
- Performance evaluation
- Conflict resolution
- Problem-solving skills
- Communication skills

***Tasks and Responsibilities***
- Coordinate Customer Service Team(s) for different campaigns
- Provide Direct Customer Support
- Review and Resolve Escalations
- Evaluate Team Members
- Support Process Improvement
- Train New Hires/Support agent(s)/Clients during the nesting period
- Review and Approve Timesheets via Bamboo HR
- Liaison between teams and clients as needed
- Manage Attendance, Performance, Quality, Coaching, Mentoring
- Work closely with our QA team
- Attend bi-weekly management meetings
- Help maintain SOPs, Knowledgebases, and Training Documents
- Check-in with each team daily
- Review each day's work thoroughly to ensure agent(s) are meeting KPIs, Metrics, and Goals.

***Industry Experience***
- eCommerce
- Medical Billing/Authorizations/Coding
- Customer Support (Phones, chats, and emails)
- Experience in different platforms such as Zendesk, Shopify, Gorgias, Ship station, Freshdesk, Freshcaller, Freshchat, Hubspot and etc.

This is a long-term position for someone that is serious about growing with a company. Please send your proposal and your updated resume.
remote work

Job Tags

Immediate start, Remote job,

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