Support Team Lead

Kasha; Cardiff; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Support Team Lead to manage and mentor a team in their Newport call center. The ideal candidate will oversee operational efficiency, service quality, and customer satisfaction while fostering a positive team culture. This role offers a competitive salary and various benefits, with opportunities for professional development.

Benefits

Competitive salary and commission structure

Paid time off and holidays

Professional development opportunities

Flexible working arrangements

Qualifications

• Proven experience in a team lead or supervisory role in a call center.
• Strong background in customer service and team management.
• Familiarity with call center metrics and quality assurance processes.

Responsibilities

• Lead, mentor, and support a team of call center agents.
• Monitor daily operations and ensure adherence to service level agreements.
• Track key performance indicators and conduct quality checks.

Skills

Leadership

Communication

Problem Solving

Interpersonal Skills

Education

Bachelor’s degree in Business, Management, or a related field

Tools

CRM

Ticketing Systems

Job description

Kasha is a global platform designed to empower small business owners, solopreneurs, and freelancers by providing an all-in-one tool to start, run, and grow their businesses. We address the inefficiencies of fragmented tools and multiple subscriptions by offering a seamless solution that integrates company formation, banking, invoicing, client management, website building, and more.

About the Role:

We are looking for a results-driven Support Team Lead to manage and mentor a team of customer service representatives in our call center. You will play a key role in delivering exceptional customer experiences by ensuring service excellence, team development, and operational efficiency. The role is with location in Newport.

Key Responsibilities:

Team Management:

• Lead, mentor, and support a team of call center agents.
• Set clear performance expectations and provide regular coaching and feedback.
• Conduct one-on-one meetings, performance reviews, and development plans.

Operational Oversight:

• Monitor daily operations and ensure team adherence to service level agreements (SLAs).
• Manage team schedules, shifts, and attendance to maintain optimal service coverage.
• Ensure timely and accurate handling of customer queries, complaints, and escalations.

Performance and Quality Monitoring:

• Track and analyze key performance indicators (KPIs), including first-call resolution, customer satisfaction, and average handling time.
• Conduct regular quality checks and call audits to ensure service quality.
• Create and implement action plans to improve individual and team performance.

Customer Service Excellence:

• Foster a customer-focused culture that emphasizes service excellence.
• Address escalated customer issues and ensure timely resolution.
• Implement processes and workflows to improve customer experience.

Reporting and Communication:

• Prepare and present team performance reports to senior management.
• Communicate business updates, process changes, and customer feedback to team members.
• Collaborate with other departments to resolve operational issues and improve processes.

Qualifications and Skills:

Experience:

• Proven experience in a team lead or supervisory role in a call center or customer support environment.
• Strong background in customer service and team management.

Technical Skills:

• Proficiency with customer service management systems (e.g., CRM, ticketing systems).
• Familiarity with call center metrics, reporting tools, and quality assurance processes.

Leadership and Interpersonal Skills:

• Strong leadership and motivational skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Ability to manage conflict, handle pressure, and resolve team or customer issues effectively.

Education:

• Bachelor’s degree in Business, Management, or a related field (preferred but not mandatory).

Benefits:

• Competitive salary and commission structure
• Paid time off and holidays
• Professional development opportunities
• Flexible working arrangements, including remote work options

Application Process:

Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience