Expoint - all jobs in one place

Finding the best job has never been easier

Limitless High-tech career opportunities - Expoint

MoonActive Customer Support Team Lead 
Israel, Tel Aviv District, Tel Aviv-Yafo 
731169024

30.08.2024
Responsibilities
  • Responsible for end-to-end management of a domain in our Customer Support department.
  • Work collaboratively with BPO partners to maintain seamless operations and high-quality customer support.
  • Ensure agents are following all relevant workflows, manage and track the team’s KPIs.
  • Responsible for queue management and escalations of tickets in their domain.
  • Create weekly & monthly reports on the team’s performance.
  • Identify, implement, and enhance workflows and macros to optimize team efficiency and effectiveness.
  • Utilize data to analyze team performance, identify trends, and make informed decisions on process improvements.
Requirements
  • Experience managing a CS domain and working with other domain leads.
  • Demonstrated experience working with BPO partners.
  • Experience in high ticket volume operations.
  • Fluent English & Hebrew.
  • Excellent communication and interpersonal skills.
  • Strong organizational and analytical skills.
  • Detail and data oriented.
  • Experience with Zendesk & Explore - Advantage
APPLY FOR
THIS POSITION