Job Description

The Customer Service Team Leader supervises and guides a team of customer service representatives for high-quality service delivery. This role involves monitoring performance, coaching team members, resolving escalated issues, and driving continuous improvement in customer satisfaction and operational efficiency. Mentioned below are key duties:

• Lead, mentor, and support a team of Customer Service team members.
• Conduct regular team meetings and one-on-one performance reviews.
• Set daily, weekly, and monthly targets for the team.
• Track and analyse Customer Service metrics and KPIs.
• Prepare performance reports and present findings to senior management.
• Identify areas for improvement and implement corrective actions.
• Collaborate with BOQ stakeholder to streamline operations.

Skills Required:

• Strong leadership and team management skills
• Familiarity with workforce management and scheduling tools.
• Excellent communication, and problem-solving resolution abilities.

Qualifications

• At least 7 years of experience in Customer Service
• At least 3 years of experience as a Team Lead in a BPO industry
• Amenable to work onsite
• Amenable to Australian Shift
• College Graduate