Team Lead

Overview:
**About the company**

The Functionary has brilliant and passionate people with the energy and ambition to succeed If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you.

The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.

**Summary of the position**

**Responsibilities**:

- Supervise and direct team leaders and agents in their day-to-day management of customer service, ensuring adherence to established procedures and policies.
- Set clear goals and objectives for the customer service team and ensure they are achieved.
- Monitor and analyze performance metrics, including service quality, response time, customer satisfaction, and productivity.
- Work closely with other departments to resolve complex issues and ensure service tickets are resolved.
- Identify process and system improvement opportunities within the department, propose solutions, and work with the team to implement them.
- Ensure the customer service team is trained and equipped with the necessary tools to perform effectively.
- Motivate and direct the customer service team to maintain a positive culture and high levels of engagement and job satisfaction.
- Prevent accumulation of tickets: Backlog.

Create strategies to ensure all tickets are followed up diligently daily.

Qualifications:

- **Soft Skills Required**:

- Leadership skills: Must be able to inspire and motivate a team to perform their best. Be able to set clear goals and objectives, communicate expectations, provide feedback, and support a team.
- Communication skills: Must have excellent communication skills, should be able to communicate effectively with the team, customers, and other departments. Should be able to also listen actively respond to feedback in a constructive manner.
- Problem-Solving Skills: Must be able to identify problems and find solutions quickly and effectively, also to think critically and make informed decisions to resolve issues.
- Time Management Skills: Must be able to prioritize tasks and manage their time effectively, also to juggle multiple tasks and responsibilities without sacrificing quality or productivity.
- Empathy: Should have a high level of empathy and be able to understand the needs and concerns of the team and customers, also to respond with compassion and sensitivity to difficult situations.
- Patience: Must have a great deal of patience and handle difficult customers and situations with calmness and composure.
- Adaptability: Should be able to adapt to changes quickly and effectively and to respond to new challenges and situations with flexibility and creativity.
- Positive Attitude: Should maintain a positive attitude even during difficult situations and to remain upbeat and optimistic to maintain team morale and customer satisfaction

**Required**
- Bachelor’s degree in business administration, communications, marketing, or a related field is preferred.
- Strong communication skills.
- Advanced level of Microsoft Office, particularly, Excel.
- Ability to work in a fast-paced environment.
- 3 to 5 years of experience in the customer service/ contact center industry.
- 1 to 2 years of experience in the industry as a Team Lead or Supervisor.
- Critical thinking.
- Strong analytical skills.
- Hybrid position.
- Availability to travel.