Job Overview:
The Team Leader is responsible for supervising a team of Customer Service Officers (CSOs) within the Contact Center to ensure smooth daily operations and delivery of high-quality customer service. The role focuses on driving team performance, maintaining service levels, and supporting staff development. In addition to operational oversight, the Team Leader will handle administrative responsibilities, support compliance-related activities, and undertake ad hoc tasks as assigned by the Contact Center Manager (CCM).
Key Responsibilities
1. Team Management & Operations
- Supervise day-to-day operations of the Contact Center team to ensure service levels and KPIs are consistently achieved.
- Monitor CSO performance and productivity through call monitoring, coaching sessions, and performance reviews.
- Provide guidance, coaching, and constructive feedback to support team development and improve service quality.
- Manage customer complaints and resolve escalated issues at the team level in a timely and professional manner.
- Ensure adherence to operational procedures, governance standards, and compliance requirements.
2. Reporting & Performance Monitoring
- Track, analyze, and maintain team performance reports, including service metrics and operational KPIs.
- Identify performance trends, operational gaps, and improvement opportunities.
- Recommend and support implementation of process improvements to enhance service delivery and efficiency.
3. Administrative & Ad Hoc Responsibilities
- Assist with administrative duties including documentation, reporting, and internal or external communications.
- Support internal and external audits, compliance checks, and governance-related activities.
- Participate in projects, initiatives, and ad hoc tasks assigned by the Contact Center Manager (CCM).
Requirements
- Minimum 2 years of experience as a Team Leader in a contact center environment.
- Diploma in any discipline.
- Proven leadership and team management skills with the ability to motivate and develop staff.
- Strong communication and interpersonal skills with the ability to manage escalations effectively.
- Proficient in Microsoft Office applications (Excel, Word, PowerPoint).
- Fluent in Mandarin to handle escalated calls from Chinese-speaking customers.
- Ability to work on weekends and public holidays based on operational requirements.
- Experience in government or banking contact centers with strong understanding of governance, compliance, and process discipline is preferred.
- Demonstrates a professional communication and service approach aligned with project expectations, particularly in escalation management and stakeholder interactions.
