Customer Support Operations Leader (Remote)

Express Employment Professionals; Mbombela (Nelspruit); Remote; ZAR 300,000 - 450,000; Full time

Job summary

Express Employment Professionals is seeking a leader for their customer support operations in Mbombela, Mpumalanga. The successful candidate will optimize team performance and contribute to a positive customer experience.

Responsibilities include managing support agents, tracking performance metrics, ensuring quality standards, and analyzing customer feedback. Experience in customer support leadership is essential, as well as effective communication skills.

Responsibilities

• Overseeing and optimizing customer support operations for positive experience.
• Managing and leading a team of support agents.
• Tracking key performance metrics for efficient support delivery.
• Implementing quality standards for customer interactions.
• Streamlining processes to improve efficiency.
• Providing ongoing training to support agents.
• Overseeing the use of support tools and technologies.
• Analyzing customer feedback for improvement.
• Handling escalated issues.
• Managing staffing levels and scheduling.
• Generating performance reports for data-driven decisions.
• Facilitating effective communication within the team.
• Ensuring coordination in a remote support environment.

Job description

Express Employment Professionals is seeking a leader for their customer support operations in Mbombela, Mpumalanga. The successful candidate will optimize team performance and contribute to a positive customer experience.

Responsibilities include managing support agents, tracking performance metrics, ensuring quality standards, and analyzing customer feedback. Experience in customer support leadership is essential, as well as effective communication skills.