customer service team leader

CONTACT CENTER TEAM LEADER

We are seeking a Contact Center Team Leader to oversee frontline service operations, guide team performance, and ensure customer issues are handled efficiently and professionally. This role will also work closely with internal teams to support smooth resolution of operational and transaction-related cases.

WHAT WE’RE LOOKING FOR

• At least 2 years of experience in Contact Center, Customer Service, or a supervisory position.
• Background in Banking, Financial Services, Fintech, or related industries will be an advantage.
• Able to communicate effectively in English, both verbally and in writing.
• Strong understanding of customer handling, complaint resolution, escalation management, and contact center operations.
• Experience in leading a team, providing coaching, monitoring performance, and giving constructive feedback.
• Familiar with Contact Center performance indicators such as SLA, AHT, CSAT, Quality, Productivity, and Attendance.
• Exposure to billing, payment transactions, refunds, financial inquiries, or reconciliation processes is preferred.
• Good leadership, communication, analytical, and decision-making abilities.
• Comfortable using CRM platforms, ticketing systems, Excel, and other reporting tools.
• Ready to work according to a rotating 24/7 operational schedule.

YOUR ROLE

• Oversee the team's day-to-day service activities and ensure operational coverage is maintained.

• Track individual and team results against established service and productivity targets.

• Provide regular coaching and feedback to improve agent capability and service delivery.

• Assist team members when dealing with difficult, sensitive, or escalated customer cases.

• Make sure customer interactions are handled according to the applicable SOPs, service guidelines, and escalation flow.

• Work together with Operations, Technical, and other supporting functions when a case requires cross-functional resolution.

• Review customer feedback and operational data to identify recurring issues and areas that require improvement.

• Monitor attendance, schedule adherence, productivity, and overall team discipline.

• Compile and present operational updates and performance reports to management.

• Identify service or process issues and recommend practical improvements.

• Serve as the first-level escalation point for agents and coordinate unresolved matters with the relevant stakeholders.