Key skills
SalesforceCommunicationTime Management
About this role
Role Overview
- Lead, coach, and motivate a team to meet and exceed performance targets
- Oversee customer interactions via phone, email, live chat, and back-office channels
- Resolve escalated issues related to orders, promotions, product quality, shipping, and refunds
- Monitor KPIs such as CSAT, QA scores, and adherence to processes
- Collaborate with internal teams to identify and implement process improvements
- Ensure accurate documentation and timely reporting of team performance
Requirements
- 2+ years of experience as a Team Leader or Supervisor in a call center or customer service environment
- Strong communication skills, both written and verbal
- Exceptional attention to detail and accuracy in documentation and reporting
- Proficiency in digital tools and platforms; familiarity with CRMs (e.g., Salesforce) preferred
- Excellent organizational and time management skills
- Ability to adapt quickly to new systems, tools, and evolving processes
- Experience in retail, e-commerce, or BPO environments is an advantage
Benefits
- Peak Support offers all the convenience of working from home
- Exceptional work environment for team members
- High Glassdoor rating of 4.5