Customer Service Team Lead

Job Overview:

The Team Leader will supervise a team of Customer Service Officers (CSOs) within the Contact Center. This role involves managing daily operations, ensuring service levels are met, and supporting the development of the team. In addition to standard contact center leadership duties, the Team Leader will handle administrative responsibilities and ad hoc tasks as assigned by the CCM.

Key Responsibilities:

Team Management & Operations

Supervise daily operations and monitor CSO performance to ensure service levels and KPIs are achieved.

Provide coaching, feedback, and support through regular performance reviews.

Manage customer complaints and resolve team-level escalations.

Reporting & Performance Monitoring

Track and manage team performance reports.

Identify trends and recommend process improvements.

Administrative & Ad Hoc Tasks

Assist with administrative duties and internal/external communications.

Support audits, compliance activities, and any ad hoc projects or tasks assigned by the CCM.

Requirements:

Minimum 2 years experience as a Team Leader in a contact center environment.

Diploma in any discipline or equivalent.

Strong leadership and communication skills.

Proficient in Microsoft Office.

Able to work on shifts, including weekends and public holidays, based on operational requirements..

Fluent in Mandarin to handle and resolve escalated calls from Mandarin-speaking customers.

Experience in government or banking contact center environments will be an advantage.

Demonstrates a communication and service style aligned with client expectations for escalation handling and stakeholder confidence.

Business Operation Management