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1

technical support team leader/complaints agent/technical support agent

  • TEAM LEADER:
  • Performance Management, Mentoring and Analysing agents activities and monitoring call queues
  • Ensuring that all administrative procedures are followed.
  • First point of escalation for complaints.
  • Measure and provide input to the key performance indicators.
  • Call quality monitoring.
  • Soft skills training.
2

technical support team leader

  • Roster creations and staff management 
  • Monitoring schedule adherence, attrition and absenteeism
  • Identifying training gaps and liaising with trainers
  • COMPLAINTS AGENT: Administrative duties for the Call Centre, Following up on customer complaints and escalation to relevant Team Leaders/Branch Managers
3

technical support team leader

  • TECHNICAL SUPPORT AGENT: Telephonic support on Nokia handset: Data transfers from cell phones to other devices (PC, laptops, etc.), email and internet set up and other general handset queries; WAP service support and mobile content for various mobile handsets (Exactmobile services); Nokia repairs support