Company Overview
Zenith Infotech (S) Pte Ltd, founded in 1997, provides IT professionals and solutions to boost client productivity. It supports long-term projects with IT companies, consulting firms, system integrators, government agencies, and MNCs.
Job Summary
The Team Leader supervises Customer Service Officers in the Contact Center, managing daily operations, ensuring service levels, and supporting team development while handling administrative and ad hoc tasks assigned by the CCM.
Responsibilities
- Supervise daily Contact Center operations to ensure Customer Service Officers meet service levels and KPIs
- Provide coaching and feedback through regular performance reviews to enhance team capabilities
- Manage and resolve customer complaints and team-level escalations promptly
- Track and analyze team performance reports to identify trends and recommend process improvements
- Assist with administrative tasks and manage internal and external communications effectively
- Support audits, compliance activities, and complete ad hoc projects or tasks assigned by the CCM
Required competencies and certifications
- Minimum 2 years experience as a Team Leader in a contact center environment
- Diploma qualification in any discipline
- Proficient in Microsoft Office applications
- Ability to work on weekends or public holidays
Preferred competencies and qualifications
- Strong leadership and communication skills
