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MoonActive Customer Support Team Lead Israel, Tel Aviv District, Tel Aviv-Yafo 731169024
30.08.2024
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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
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