Job Description

We are seeking a proactive and experienced Team Leader to supervise a team of Customer Service Officers (CSOs) within our Contact Center. The Team Leader will be responsible for overseeing daily operations, ensuring service levels are met, and supporting the professional development of the team. This role also includes handling administrative responsibilities, compliance tasks, and ad hoc assignments as directed by the Contact Center Manager (CCM).

Key Responsibilities:

Team Management & Operations

Supervise daily operations and monitor CSOs' performance to achieve service levels and KPIs. Provide coaching, feedback, and regular performance reviews to enhance team effectiveness. Handle customer complaints and manage team-level escalations promptly and effectively.

Reporting & Performance Monitoring

Track, analyze, and manage reports on team performance. Identify trends and recommend process improvements to enhance service delivery.

Administrative & Ad Hoc Tasks

Assist in administrative duties, internal communications, and external communications when required. Support audits, compliance-related tasks, and ad hoc projects assigned by the CCM.

Requirements:

Minimum 2 years of experience as a Team Leader in a contact center environment. Diploma qualification in any discipline. Strong leadership, people management, and communication skills. Proficiency in Microsoft Office (Excel, Word, PowerPoint). Ability to work on weekends and public holidays when required.

Skills Required:

Leadership and team supervision Coaching and performance management Customer service and escalation handling Reporting and data analysis Problem-solving and decision-making Strong organizational and administrative skills Adaptability and ability to manage ad hoc tasks * Excellent communication (verbal and written)