Lacias is an actively growing international company based in Panama. We provide comprehensive solutions for market research and business support. With a commitment to help businesses thrive in today's rapidly evolving market, Lacias offers a broad spectrum of services tailored to meet any specific business needs.
Due to the growing demand within our operational activity, we are currently looking for an experienced Customer Support Team Lead to join, on a full-time basis, our Panama Team.
Tasks and ResponsibilitiesTeam ManagementLeadershipManaging and leading a team of 20+ employees, ensuring a positive and collaborative environment.Training and development of team membersEscalated complaint handlingPerformance monitoringMonitor and assess Team Performance and provide constructive feedback to employees. Finding problematic areas and creating/implementing plans for improvement.Customer Support Operations ManagementWorkflow Management: Ensure smooth operation of customer support workflows, including ticket management, live chat, and email responses.Quality Assurance: Cooperate with the QA team to maintain QA processes to uphold the highest standards of the team's customer service.Delivery of Objectives Key Results targets on a Monthly and Quarterly basisMonthly Key Performance Indicators: Working towards monthly targets focusing on improving the team's main performance indicators such as Customer Satisfaction levels, Customer Chat Wait Time, # of answered e-mails and chats.Quarterly OKRs: Ensuring and assisting the CS Department is on track to achieving Quarterly Targets dependent on CS Team Performance. Provide a plan, suggest, and execute solutions to complete different CS-related targets.Internal and External CommunicationCommunicate internally in the CS team and externally with different departments within the company to report, address, and resolve any matters.Communicate with customers when required.Problem SolutionIdentify issues within the team and/or within the brand by analyzing data and processing customer feedback. Escalate/follow up with management and relevant departments to implement/find solutions.Reporting and analyzing data: Utilize available data to identify trends, changes, and root causes. Report the data and findings directly to the Head of Support on a daily basis.Qualifications and Skills:Experience managing a team of CS agents handling chats and e-mailsExperience in CS agents' Quality Assurance processKnowledge and experience in CS processes and flows in chatsStrong troubleshooting skillsAdvanced English communication skillsLeadership skillsTraining skillsMultitasking abilityTime ManagementData analysis #J-18808-Ljbffr