Customer Service Team Lead

Work Hour: 7am-11pm (Earliest Shift is 7am, Latest shift will end at 11pm)As a Customer Service Team Lead, you will be responsible for guiding and motivating a team of customer service agents to achieve operational excellence and meet performance targets. You will foster a positive team environment, encouraging collaboration and open communication among team members. Your role will involve providing hands-on support, coaching, and feedback to enhance team performance while ensuring adherence to standard operating procedures. By actively participating in daily operations, you will help create a culture of accountability and continuous improvement, ensuring exceptional service delivery to our clients.Key ResponsibilitiesTeam Management:Supervise and support a team of customer service agents, including scheduling shifts, monitoring performance, and conducting regular team meetings.Provide guidance and feedback to team members to enhance their skills and performance.Handle escalated customer issues and complex inquiries, ensuring resolution in a timely and satisfactory manner.Performance & Quality Monitoring:Track and analyse key performance indicators (KPIs) including agents’ attendance to assess team performance and identify areas for improvement.Conduct performance reviews and set development goals for team members.Ensure adherence to established SOPs and quality standards to maintain high levels of customer satisfaction.Review call recordings and other customer interactions to provide feedback and identify training needs.Issue Resolution:Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.Support team members in resolving complex issues and provide coaching on best practices.Proactive Improvement:Proactively suggest improvement plans and strategies to management for enhancing team performance and service quality.Ad-Hoc Responsibilities:Perform any other duties and responsibilities as assigned by management, related to the effective implementation, maintenance, and continual improvement of operation.QualificationsEducational Background: Possess at least Diploma and above, in any field. SPM graduates may be considered if they have appropriate years of relevant working experience.Experience:Minimum of 2 years of working experience in a call center or BPO environment, with prior experience in a supervisory or team leader role.Skills:Strong leadership and team management skills.Excellent communication and interpersonal skills in Mandarin Chinese (Traditional) and English.Proficiency in customer service software and tools.Ability to analyse data and derive actionable insights.Problem-solving and conflict resolution skills.Ability to work in a fast-paced environment and adapt to changing priorities.