Team Leader, Customer Service

The Team Leader will be responsible to provide professional customer service of the highest level. Ensures that the teamis performing the desired service levels and standard. Handle and resolve customer complaint. Take assistance with the duties of Operations Manager. 

Basic Qualifications & Requirements:

• Must possess at least a bachelor’s degree or relevant work experience.
• At least 2 years’ experience within a contact center environment as a Team Leader.

Major Requirements & Responsibilities:

• Strong communication skills, both written and oral
• Able to influence the actions and opinions of others in a desired direction
• Efficient monitoring of team’s statistics in compliance with the programs’ requirements
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Team management experience
• Experience within customer services
• Creative thinking

Key Responsibilities:

• Lead, motivate, coach, and develop team members.
• Conduct regular 1-to-1s, team meetings, and performance reviews.
• Manage daily operations, priorities, risks, SLAs, and business targets.
• Monitor attendance, retention, productivity, and customer satisfaction.
• Maintain training and development plans and identify employee development needs.
• Apply performance management and disciplinary procedures fairly and consistently.
• Prepare and present operational reports, performance data, and trend analysis.
• Identify process improvements, operational risks, and opportunities for greater efficiency.
• Support the Operations Supervisor and Service Delivery Manager in achieving business objectives.
• Promote a strong performance-driven and customer-focused culture.
• Ensure team members understand how their roles contribute to departmental goals.
• Stay informed about industry changes and communicate relevant updates to the team.
• Participate in recruitment and selection of team members.
• Manage operations within agreed budgets, service levels, and targets.
• Escalate operational issues appropriately to senior management.