Customer Experience Operations Lead

About the role

Team Lead, CX Operations role managing a team size of 8-15 agents on a day-to-day basis within the Customer Experience team. You will serve as the subject-matter expert within a specialized domain, providing expert guidance to resolve complex, ambiguous, and trending issues and unblock the team on difficult cases.

Key responsibilities

• Manage a team size of 8-15 agents on a day-to-day basis
• Serve as the subject-matter expert within a specialized domain, providing expert guidance to resolve complex, ambiguous, and trending issues and unblock the team on difficult cases
• Identify root causes of recurring problems and recommend improvements to processes and ways of working
• Drive onboarding and capability building across the team through structured coaching and knowledge sharing, closing skill and knowledge gaps
• Ensure team proficiency and compliance by monitoring accuracy, driving productivity, and implementing corrective actions where needed
• Own team KPIs, escalations, and quality standards, ensuring all cases are resolved in a timely and high-quality manner
• Oversee team reporting and communication quality, ensuring accuracy, consistency, and appropriate tone across all interactions
• Conduct performance evaluations and foster a strong team culture, driving trust, engagement, and consistent adoption of best practices

About you

• Prior experience leading teams in a contact centre or operations environment
• Strong analytical and problem-solving skills to identify root causes and translate them into actionable improvements
• Strong ownership mindset, taking accountability for KPIs, escalations, and quality outcomes
• Sharp attention to detail and consistency, particularly around reporting accuracy, SOP adherence, and communication tone
• Open to shift work, including night shifts
• Based in or willing to relocate to Johor Bahru office