Cape Town: Support Agent Team Leader posted by Tower Group

Role Purpose:

The Support Agent Team Leader oversees the day-to-day performance of the support team, ensuring exceptional customer service, efficient query resolution, and data-driven improvement of service delivery standards across operations.

Key Responsibilities:

• Team Leadership: Supervise, coach, and motivate support agents to achieve individual and team performance goals.
• Customer Experience: Ensure consistent, high-quality responses to customer queries via phone, email, and live chat.
• Data Analysis & Reporting: Track KPIs such as response time, resolution rate, customer satisfaction, and ticket trends; generate weekly and monthly reports.
• Process Optimization: Identify workflow bottlenecks and leverage analytics to recommend and implement process improvements.
• Training & Development: Conduct onboarding and regular training sessions to improve product knowledge and customer handling skills.
• Escalation Management: Handle complex or high-priority customer issues and ensure timely resolution.
• Cross-Department Collaboration: Partner with operations, logistics, and finance teams to address recurring customer issues using data insights.

Key Performance Indicators (KPIs):

• Average response and resolution time
• Customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Ticket backlog and closure rates
• Agent productivity and adherence scores
• Data accuracy and reporting timeliness

Skills & Competencies:

• Proven leadership in a customer support or contact center environment (24 years)
• Strong analytical and reporting skills (Excel, Google Sheets, or BI tools such as Power BI / Tableau)
• Excellent communication and conflict resolution skills
• Experience with CRM or ticketing systems (e.g.Cue)
• Data-driven mindset with a continuous improvement focus

Qualifications:

• Diploma or Degree in Business Administration, Operations, or related field
• Certification in Customer Experience or Data Analytics is advantageous