Remote Support Phone Team Leader

Summary

Join our team as a Support Phone Team Leader and lead a small group of phone executives, providing daily management, coaching, and support. You will be responsible for team management, daily tasks, and working with the wider team to improve processes and customer interactions.

Responsibilities

• Organise weekly 1-1’s with team members to discuss their progression and development according to current performance metrics
• Monitor customer interactions with team members via Intercom and phone calls and generate reports for the Compliance team
• Run coaching sessions with your team on best practices and customer service
• Conduct daily morning huddles
• Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator
• Maintain professionalism “on the floor” and encourage team members to be focused and motivated
• Act as the initial point of escalation and follow up on this accordingly
• Continue to interact with current and potential customers through Intercom to address any queries they have
• Understand where any niche issues and complaints should be escalated to and own the issue
• Identify issues from common customer queries and notice when things don't look right and make plans for improvements
• Provide assistance across all areas of Support when needed (training, content, intercom, calls etc.)
• Assist the team lead in the development and implementation of progression frameworks for the Support Team
• Proactively look for ways to improve current processes and help to create or improve best practice guides