Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

What you’ll do:

• Act as the main point of contact for all team members regarding questions about any processes or products.
• Work hand in hand with Training associates to get new hires up to speed.
• Review calls and tickets to ensure that SLAs are met.
• Send nightly updates or end-of-day reports.
• Handle calls and tickets as needed and continue to provide excellent service to clients or customers.
• Monitor calls and assist with Quality Assurance audits.
• Periodically or daily, monitor the team’s attendance.
• Update the leadership team on any issues/updates about the accounts.

We’re looking for a Team Leader with:

• Strong verbal and written English skills.
• A strong background in performance management concepts.
• Openness to shifting schedules, flexibility regarding work hours, and availability to work on holidays.
• Excellent coaching knowledge and skills.
• Ability to work under pressure.
• Above-average English written and verbal communication skills.
• Demonstrated track record in achieving targets and improving agent performance.
• Service and customer-focused mindset.
• Strong analytical skills and attention to detail.
• Strong decision-making and problem-solving abilities.
• Knowledge of call center tools and processes.
• Ability to develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company goals.