Jobs Jamaica

Support Center Team Leader (Intern/Trainee)

Job Title	Support Center Team Leader (Intern/Trainee)
Employer	SyncPath Analytics
Adress: Country	Jamaica
Address: City	Old Harbour
Work type	Flexible
Expected Salary	282494 JMD
Posting Date	Tue Jun 10 2025
End Date	Sun Jun 29 2025

Description:

We’re looking for a Call Center Supervisor who leads with empathy, listens first, and knows how to turn a support team into a community. You’ll be managing a team that grows quickly, shifts constantly, and never has two identical days. You’ll monitor call quality, handle escalations, and provide timely, actionable feedback to drive continuous improvement. You’ll coordinate schedules, manage shift coverage, and ensure service levels are met at all times. You’ll bring a calm presence, keeping agents focused, confident, and supported through late-night workloads. You’ll manage handoffs between shifts, making sure everything is logged, documented, and ready for the next crew. You’ll keep morale high through honest communication, clear expectations, and a culture of accountability. You’ll manage shift schedules, coverage gaps, and make sure no one feels overwhelmed or left behind. You’ll collaborate with training and QA teams to ensure agents are sharp, confident, and always improving. You’ll run performance huddles, one-on-ones, and team check-ins — not just to manage, but to lead.

Basic Qualifications:

• Analyze call metrics and agent dashboards using software like Five9, Talkdesk, or Zendesk to track trends and identify improvement areas.
• Handle escalated calls or complex cases with professionalism, working to turn customer concerns into solutions while modeling ideal behavior.
• Document and update internal SOPs for call handling, escalation paths, or crisis protocols to ensure consistent execution.
• Lead by example—handling calls during peak times, helping with challenging conversations, and staying visible on the floor.
• Track and reduce call escalations by identifying common root causes and implementing training or process fixes.

Preferred:

• Familiar with call center software and CRM tools such as Zendesk, Five9, Talkdesk, or Salesforce.
• Stays updated on product/service knowledge to support agents effectively.
• Thrives in fast-paced environments where quality and efficiency both matter.
• Organized with task delegation, ticket backlog tracking, and queue management.
• Experience leading a team of call center agents in a customer service or sales environment.

Benefits:

• We support ongoing learning — leadership coaching, support certifications, and team-building strategies.
• You’ll coach real people handling real conversations — not just monitor dashboards and enforce quotas.
• Opportunities to grow into CX Manager, Quality Assurance Lead, or Operations Director roles.
• We provide modern tools, scripts, and reporting — but your leadership builds team morale and momentum.
• You're not “just a supervisor” — you're the coach, the calm during chaos, and the reason the team shows up with confidence.

You’ll advocate for both your team and your customers, balancing support and service with empathy and results. You’ll catch trends early — whether it’s a script issue, a product bug, or a customer pain point — and act fast. You’ll ensure compliance with procedures even when no one’s watching — because that’s what professionals do. You’ll remain composed during high-volume periods, technical issues, or customer escalations, and guide your team accordingly. You’ll manage escalated situations with tact, empathy, and a solutions-first attitude that reflects our brand values. You’ll help shape a customer support culture that’s fast, friendly, and always aiming higher. You’ll know when to escalate, when to wait, and when to take ownership yourself. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.