WFH Team Leader – Customer Service (Local Account)
Secure Information Technology Corp.
Remote Details
Open Country：Worldwide
Language Requirements：English
Job Description
- Team Supervision: Lead, mentor, and support a team of customer service representatives to achieve individual and team performance goals.
- Performance Management: Monitor KPIs such as response time, resolution rate, customer satisfaction, and service quality; provide feedback and coaching for improvement.
- Training & Development: Conduct onboarding and refresher training to enhance product knowledge and customer service skills.
- Escalation Handling: Manage and resolve complex or high-priority customer issues, ensuring timely and satisfactory outcomes.
- Reporting: Prepare and submit regular performance reports and insights to management.
- Process Improvement: Identify trends, gaps, and areas for operational improvement; recommend and implement solutions to enhance customer experience.
- Team Engagement: Promote teamwork, positive morale, and a customer-first culture within the department.
- Compliance: Ensure the team adheres to company policies, procedures, and service standards.
Veraguas John Matthew
HR OfficerSecure Information Technology Corp.
Posted on 16 October 2025
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