FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and team management skills, with a focus on coaching, quality control, and performance metrics. Proficient in customer support and effective communication, fostering a customer-oriented environment.
Highest-signal resume keywords
Leadership ExperienceCustomer Support ExperienceQuality Control ProceduresCommunication SkillsAnalytical Thinking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality ControlPerformance Metrics MonitoringTraining and DevelopmentCloud-Based ApplicationsMS Office Applications
Soft Skills
CoachingAdaptabilityAttention to DetailClient Satisfaction OrientationFeedback Acceptance
Tools & Technologies
Google DriveGoogle SheetsGoogle Docs
Industry Keywords
Customer ExperienceOperational ChallengesTeam SupervisionEscalation Management
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Supervise and lead a team during the assigned shift
- Provide guidance, coaching, and support to help team members meet goals and objectives
- Ensure quality standards aligned with client and customer experience
- Implement quality control procedures and address quality issues promptly
- Monitor and track key performance metrics, including agent tasks and responsibilities
- Take corrective actions to meet or exceed performance targets
- Train new associates and provide ongoing training to existing team members
- Foster continuous improvement through weekly 1:1s and impromptu coaching sessions
- Maintain effective communication with team members, shift leads, and management
- Report issues, escalations, and opportunities for improvement
- Address operational challenges and resolve shift issues
- Collaborate with other departments to solve complex problems
- Manage the helpdesk by checking agent availability and SLA tickets
- Serve as the point of contact in the management queue for escalations
Requirements
What you’ll need- Bachelor's/College Degree in any field
- 1 year of leadership experience
- 3+ years of Customer Support experience
- Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications
- Excellent verbal and written communication skills
- Ability to understand and communicate complex ideas to clients
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Customer orientation and ability to adapt/respond to customers with diverse backgrounds
- Analytical and critical thinking with strong attention to detail
- Passion for client satisfaction