Global Vendor Professional Lead

New

Skills

Communication Customer Support Performance management Quality Assurance Training

Job Overview

As a Global Vendor Professional Lead, you will provide professional guidance and support to associates abroad. Your role involves identifying trends, developing solutions with the team, addressing knowledge gaps through training, and monitoring agent performance. You will also support and intervene in sensitive cases, offer real-time feedback to improve customer satisfaction, handle manager calls, and deliver high-quality user support.

Responsibilities
  • Provide professional guidance and support to associates abroad
  • Identify trends and develop solutions with the team
  • Address real-time knowledge gaps through training
  • Monitor agent performance and intervene in sensitive cases
  • Offer real-time feedback on low CSAT scores
  • Handle manager calls and deliver high-quality user support
Requirements & Qualifications
  • 6 months+ experience as onboarding trainer or Performance Lead
  • Motivate, coach, and guide agents in real-time
  • Strong decision-making and prioritization skills under pressure
  • Proactive, solution-oriented, and service-driven
  • Comfortable in a fast-paced, tech-enabled environment
  • Strong English communication and professional writing skills
  • Commitment to diversity and inclusion

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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