Wednesday, May 6, 2020

7 Top Skills required by the Support Team Leaders




Support Center Team Leaders play a very crucial role in the Support Center Department. They are the link between the Support Agent & the other stakeholders within the Organization Team. They always work on the Support floor to guide the Front-line Agent if they need any help and serves as an escalation point.  Support Center Team leaders have Strong Leadership skills & Product knowledge which makes them the heart of running the Front-line support Team.  Without Support Center Team Leaders executing the Operational plan is merely impossible. So, all the credit to run a Support Organization effectively goes to the Support Center Team Leaders. So, it is a very crucial position.


1. Strong Management & Leadership skills:  


a)Determining any issues in the Department related to process & people and reporting it to the Support Manager on an immediate basis

b)Meeting the Team goals consistently

c)Ensuring that daily task is properly prioritized so that it is not missed

d)Ensuring the Front-line Employees are adhering the Support policies


What is Management: It is an art of getting the things done from the Support Agent i.e Effectively Executing the Support organization goals & directions with the help of Support Agent. It includes activities like measuring Customer Satisfaction score, monitoring the Team & overall floor performance, enforcing the rules and regulation of the organization, and planning the daily task and activity.


What is Leadership: It is creating directions according to the Mission & Vision of Support Center. This is basically created by the Support Center Leadership Team like Support Center Director & Support Center Managers. It includes activities like driving organizational changes, coaching the employees & setting Goals & Objectives for Support Team

2. Good Training, Learning & Professional Skills:

Training Skills: Support Center Team Leader should have an excellent Training skill so that they can immediately train the New Support Agent. They should understand the learning ability of the New Support Agent and accordingly tailor their training to ensure that Support Agent gets them effectively and are onboard fast. The faster we train the New Support Agent the much efficiency & Productivity can be achieved at the Department level

Learning Skills: Support Center Team Leader must always show a proactive approach to learning new technologies & products as per the demand of the Organization. (Example: If the Support Organization has migrated their Support Software from X to Y then they must understand the Change Management requirement and immediately learn the new system so that they can train their assigned Agent about how to use the new Support Software.

Professional Skills:  Support Center Team leader must always learn Professional Skills like Presentation skills which are required to demonstrate how their Team is performing from an SLA standpoint. Must learn Analytics Software like Excel so that they can learn how to Analyze their Team performance which will help them to grow their career in the Support Organization. Sometimes Support Team Leaders just coach the Agent, but they don’t learn Professional skills which creates a constraint in their future career growth

3. Good Management Skills to deal with key stakeholders across the department: 

Support Center Team Leader always deal with other Stakeholders within the Organization, so must develop a good Management skill so that they can effectively manage the stakeholder expectation to meet the process requirement & adjustments. (Example: Sometimes it may happen that Product Team wants to understand the pain point of customers and Support Team Leader is asked to coordinate in the meeting to share the insights, so hear the Support Team Leaders should properly present the information. If they don’t have the proper information or if they lack information, they should set appropriate expectations instead of giving incorrect or insufficient information because based on their credibility Stakeholders take decisions.

4. Good Participation in Problem-solving skills in process, technology & people

Support Center Team Leaders should possess a high level of Problem-solving skill i.e they should be able to properly isolate the problem and communicate them effectively to the stakeholders from a customer’s perspective. Whenever a Customer Support Agent is struggling to handle a customer, they must take Supervisor control over the Interaction and should provide a viable solution so that the issue is resolved.

Support Center Team Leader should also share their Feedback about the Support Technology which is used in the Support Department to increase the efficiency if required

Support Center Team Leader should also share their Feedback related to any Process change if required

5. Customer-Centric skills: Support Center Team Leader should possess a high level of Customer-Centric skills like good Interpersonal skills while dealing with Internal as well as External Customers.

6. Good Process Documentation & Communication skills: 

Support Center Team Leader must communicate information effectively with both internal & external Customers

Support Center Team Leader must write Internal as well as External Support Documents this maybe writing a Public facing Knowledgebase & FAQ. Also writing Internal Support document for Support Employees

7. Must possess all the pre-requisite skills keys skills of Customer Support Agents:

This is some important skill set which Customer Support Team Leader must know because sometimes they may have to handle the Customer directly and below give skill is always required to handle the interaction effectively and build a powerful interaction with the customer

Discourse Skills: Give Clear & Logical explanation or instructions that customer can easily understand, so that customer does not rephrase and ask the same information from Agent again. This reduces customer effort.

Solution Strategy Skills: Asking effective probing questions when needed with the ability to tailor the customer's the need and solves his issue to meet the expectation. Also providing enough follow up information and setting the expectation for the next steps.

Interactive Skills: This skill is called managing customer emotions and build rapport. Customer Support Agent must use correct words to tailor the communication in such a way that customer expectations can be met. (Example: While resolving the customer issues on Chat or Call Customer might talk about the “Day or Weather” in return the Customer Support Agent must also, interact with the Customer so that he feels great as this could lead to a healthy conversation.

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 To learn more about the Customer Support Team Leadership Program you can enroll in our 2-day Team Leader training course.


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