1 of 1 Performance Analysis Jobs in Southend-on-Sea

and continuous improvement. 1st Line Support Team Leader As the 1st Line Support Team Leader, you'll take charge of the day-to-day performance of the 1st Line Customer Support Team. Your focus will be ensuring service levels and KPIs are consistently achieved while delivering an exceptional customer … experience. You'll play a key role in setting SLAs, coaching the team, and analysing performance data to drive meaningful improvements. Key Responsibilities Lead, manage, and motivate the 1st Line Support Team to consistently meet service levels and performance targets. Set, monitor, and refine SLAs and KPIs, ensuring … service delivery framework. Use service data and trends to identify areas for improvement and implement practical, scalable solutions. Support customer satisfaction initiatives, contributing to performance in CSAT and NPS scores. Oversee the creation and management of Knowledge Base content to empower both users and support staff. Identify recurring support More ❯