Customer Service Team Leader

We're hiring a Team Leader on behalf of our client, a leading organization in the technology and digital services sector. In this role, you'll oversee contact center operations, drive team performance through coaching and reviews, manage escalations, and support reporting, compliance, and ad hoc projects assigned by the Contact Center Manager (CCM).

Key Responsibilities:

• Lead daily operations and monitor customer service officers performance to ensure service levels and KPIs are consistently achieved
• Provide coaching, constructive feedback, and ongoing support through regular performance reviews
• Manage customer complaints and resolve team-level escalations effectively
• Track and manage reports on team performance
• Identify performance trends and recommend process improvements to enhance efficiency and customer satisfaction.
• Assist with administrative duties and internal/external communications
• Support audits, compliance activities, and ad hoc projects or tasks assigned by the CCM

Requirements:

• Diploma qualification in any discipline or Bachelor's degree in a related field
• Minimum 2 years experience as a Team Leader in a contact center environment
• Proven ability to lead and motivate teams in a fast-paced contact center environment
• Proficiency in Microsoft Office

Interested candidates may apply through the application system or send it to [Confidential Information]. Shortlisted candidates will be notified.

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Morgan McKinley Pte Ltd

Koh Boon Sien

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EA Registration No. R1110345