TSR Team Leader

Key Responsibilities

Team Leadership

• Lead, coach, and motivate a team of Technical Support Representatives.
• Monitor daily team performance, productivity, attendance, and schedule adherence.
• Conduct regular coaching sessions and provide actionable performance feedback.
• Identify skill gaps and create appropriate coaching and development plans.
• Assist team members with complex customer concerns and escalations.

CRM & Customer Account Management

• Ensure accurate and timely documentation of customer interactions, cases, and resolutions in the CRM system.
• Monitor proper use of CRM workflows, customer profiles, case management, and escalation processes.
• Review customer records to identify recurring issues, previous interactions, and appropriate resolution paths.
• Ensure compliance with CRM documentation standards and data-quality requirements.
• Track open cases, follow-ups, escalations, and pending customer concerns.
• Generate and review CRM-based reports to identify operational and customer-service trends.
• Help representatives maximize CRM tools to improve customer experience and first-contact resolution.

Qualifications

• At least 3-5 years of Team Lead, in a BPO, technical support environment.

• Strong background in CRM systems and customer account management.

• Strong technical troubleshooting knowledge, particularly in internet, Wi-Fi, mobile, voice, or cable services.

• Experience with CRM platforms such as Salesforce, Zendesk, ServiceNow, Microsoft Dynamics, or similar systems is an advantage.

• Excellent verbal and written English communication skills.

• Strong analytical, coaching, problem-solving, and leadership skills.

• Ability to manage escalations and make sound operational decisions.

• Proficient in Microsoft Office or Google Workspace and comfortable working with CRM-based reports and dashboards.

• Willing to work U.S. business hours, including night shifts, weekends, and holidays as required.+