Senior Support Team Lead

1 week ago

Pune, Maharashtra, India VikingCloud Full time

About the Role

VikingCloud is seeking a highly skilled Senior Support Team Lead to join our team. As a Senior Support Team Lead, you will be responsible for leading and managing a team of support staff, driving customer satisfaction through exceptional support, and mentoring team members to achieve their full potential.

Key Responsibilities

  • Lead and manage a team of support staff to meet agreed targets and deliver exceptional customer support.
  • Act as a senior agent who will drive customer satisfaction through customer support.
  • Mentor and provide oversight, coaching, and training to support staff to help them identify opportunities to acquire new business and generate revenue.
  • Record and track team SLAs and workflows to ensure effective team performance.
  • Clearly communicate escalated issues to next Tier and product managers as needed.
  • Ensure effective 121 reviews, absence management, and performance reviews are conducted on a monthly basis.
  • Through effective coaching, help your team identify opportunities to acquire new business and generate revenue.
  • Manage the agreed levels of calling activity to raise revenue throughout the team.
  • Provide daily, weekly, and monthly update reports to the Centre Manager for review.
  • Responsible for coaching and goal setting with the team to support achieving targets.
  • Meet or exceed set KPIs on a daily, weekly, and monthly basis.
  • Responsible for representing the company in a professional manner.

Qualifications

  • Minimum graduate or equivalent in a relevant field.
  • Minimum 5 years' experience working in a Support function and at least 2+ years in a lead or similar role.
  • Excellent communication skills.
  • An excellent team builder and motivator who will thrive on working closely with the team to achieve challenging but exciting targets.
  • Ability to engage and encourage direct reports.
  • Highly driven with enthusiasm to support a team to meet high targets and to keep calm under demanding pressure.
  • Ability to demonstrate passion and drive for our products.
  • Effective organization and prioritization skills.
  • Ability to be self-motivated.
  • Using initiative can recognize when performance-based incentives need to be added.
  • Confident in coaching techniques, can support and mentor others in this area.
  • Ability to adapt to change.

VikingCloud is an Equal Opportunity Employer

We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation, or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.

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