Team Leader - Contract

Company Overview

Zenith Infotech (S) Pte Ltd. was started in 1997, primarily with the vision of offering state-of-the-art IT Professionals and solutions to various organizations and thereby helping them increase their productivity and competitiveness. From deployment of one person to formation of whole IT teams, Zenith Infotech has helped clients with their staff augmentation needs. Zenith offers opportunity to be engaged in long term projects with large IT savvy companies, Consulting organizations, System Integrators, Government, and MNCs.

Job Summary

The Team Leader will supervise a team of Customer Service Officers within the Contact Center, driving operational excellence and team development. This role includes managing daily operations, ensuring service levels, resolving escalations, and supporting administrative and compliance activities.

Responsibilities

Team Management & Operations

• Lead daily contact center operations to achieve service levels and key performance indicators (KPIs)
• Deliver coaching and constructive feedback through regular performance reviews to enhance team capabilities
• Resolve customer complaints and manage team-level escalations to maintain service quality

Reporting & Performance Monitoring

• Analyze team performance data and generate reports to track progress against targets
• Identify operational trends and recommend process improvements to optimize efficiency and customer satisfaction

Administrative & Ad Hoc Tasks

• Execute administrative duties and facilitate internal and external communications effectively
• Support audit and compliance activities to uphold governance standards
• Manage ad hoc projects and tasks assigned by the Contact Center Manager (CCM) to meet organizational objectives

Preferred competencies and qualifications

• Experience in government or banking contact centers, demonstrating strong governance, compliance, and process discipline
• Ability to work on weekends or public holidays to support operational needs
• Proficiency in Microsoft Office applications to prepare reports and communications
• Diploma in any discipline to support foundational knowledge for the role