TEAM LEADER, DIGITAL , LIVE CHAT

We are seeking a dynamic and motivated Digital Live Chat Team Leader to oversee our live chat support team. This role is perfect for an individual with a passion for customer service, leadership, and technology. As the Team Leader, you will be responsible for guiding and supporting a team of live chat agents, ensuring high-quality customer interactions and seamless operations within our digital channels.

Key Responsibilities:

1. Lead, mentor, and manage a team of live chat agents to ensure they consistently meet service standards and KPIs.
2. Monitor daily team performance, ensuring quick and accurate responses to customer inquiries via live chat.
3. Provide coaching and training to agents, helping them enhance their communication and problem-solving skills.
4. Handle escalated inquiries, resolving complex customer issues with a positive and solution-oriented approach.
5. Maintain service level agreements (SLAs) and ensure the team adheres to all operational processes.
6. Collaborate with other departments to improve overall customer service and satisfaction.
7. Track and analyze team performance metrics, providing regular reports and identifying areas for improvement.
8. Foster a collaborative and positive team environment, motivating agents to perform at their best.
9. Stay updated on company products, services, and digital tools to assist agents in delivering excellent customer support.
10. Manage shift schedules to ensure adequate coverage and timely responses to customers.
11. Promote continuous improvement in the team's digital communication and service strategies.

Qualifications:

1. Proven experience in a customer service or digital support role, preferably with experience in live chat support.
2. Previous leadership experience is preferred, ideally in a digital or remote environment.
3. Excellent communication skills, both written and verbal.
4. Strong problem-solving skills with a focus on delivering solutions in real-time.
5. Ability to manage and motivate a diverse team in a fast-paced environment.
6. Proficiency in live chat platforms, CRM software, and other customer service tools.
7. Strong organizational skills with the ability to prioritize tasks effectively.
8. A positive attitude, resilience, and a strong commitment to team success.
9. Ability to adapt to changing business needs and industry trends.

What We Offer:

1. Competitive salary and benefits package.
2. Opportunities for career advancement and professional development.
3. A collaborative and supportive work environment.
4. Flexible work options (if applicable).
5. Access to the latest digital tools and technologies.