Position Summary
The Team Lead reports to the VP and is responsible for overseeing the daily operations of the Contact Centre and walkin customer Service Centre to ensure a consistent and highquality customer and merchant experience.
The role focuses on people management, operational performance, service quality, and continuous process improvement. The incumbent will work closely with internal stakeholders to implement service initiatives, maintain operational discipline, and support the organization's customer service strategy.
Key Responsibilities
- Lead and manage a team of close to 25 customer service agents including overseeing performance, coaching, and daytoday supervision
- Ensure the team delivers timely and accurate service in line with service standards, KPIs, and established procedures
- Monitor workload distribution, staffing, and scheduling to support service-level targets
- Handle escalations and complex cases, ensuring timely resolution and positive customer outcomes
- Track operational KPIs, including service levels, handling time, productivity, and customer satisfaction metrics
- Identify performance gaps and implement corrective actions or coaching plans to improve team outcomes
- Contribute to continuous improvement efforts by streamlining, recommending enhancements to processes, SOPs and customer touchpoints to increase operational efficiency and customer satisfaction
- Ensure team adherence to regulatory requirements, audit standards, risk controls, and internal operating procedures
- Manage and drive automation projects implementation
Requirements
Education and Experience
- 5-8 years of experience in customer service or Contact Centre operations, including at least 2-3 years in a supervisory or teamlead role
- Prior experience managing a team in a Contact Centre or customerfacing environment is required
Skills and Knowledge
- Strong passion for customer service with the ability to motivate and guide frontline teams
- Good communication and interpersonal skills when engaging both internal and external stakeholders
- Solid understanding of Contact Centre metrics, operations, and service quality standards
- Demonstrated ability to identify operational issues and drive process improvements
- Strong organizational, timemanagement, and problemsolving skills
- Outcomedriven with a proactive approach to achieving service performance targets
