Customer Service Team Lead

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are currently looking to hire a Customer Service Team Lead. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

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.

ROLES AND RESPONSIBILITIES:

• 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.
• Track and manage team performance reports.
• Identify trends and recommend process improvements.
• 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.
• Strong leadership and communication skills.
• Proficient in Microsoft Office.
• Ability to work on weekends or public holidays.
• Experience in government or banking contact centers, with strong adherence to governance, compliance, and process discipline.
• Demonstrates a communication and service style aligned with client expectations for escalation handling and stakeholder confidence.

WHAT'S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [Confidential Information]. Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Keerthana Ramakrishnan

Avensys Consulting Pte Ltd

EA License 12C5759

Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys privacy policy.