Contact Center Team Lead | Contract

The Team Leader is responsible for supervising a team of Customer Service Officers (CSOs) within the contact center. The role includes managing daily operations, ensuring service levels are met, and supporting the team's development. In addition to the contact center leadership duties, the Team Leader is expected to handle administrative responsibilities and ad hoc tasks as assigned by the Contact Center Manager (CCM).

Job Responsibilities
Team Management & Operations

• Supervise daily operations and monitor CSOs performance to ensure service levels and KPIs are met.
• Provide coaching, feedback, and support through regular performance review.
• Manage customer complaint and resolve team-level escalations.

Reporting & Performance Monitoring

• Track and manage all reports on team performance.
• Identify trends and suggest process improvements.

Administrative & Ad Hoc Tasks

• Assist in administrative tasks, internal and external communications.
• Support audits, compliance tasks, and all ad-hoc projects or task assigned by CCM.

Job Requirements

• Minimum 2 years experience as a Team Leader in a contact center environment.
• Diploma qualification in any discipline.
• Excellent leadership and communication skills.
• Proficient in Microsoft Office.
• Open to work on weekend or public holiday.

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