Customer Service Team Lead

About the role

Avensys is seeking a Customer Service Team Lead to supervise a team of Customer Service Officers within its contact centre. You will manage daily operations, ensure service levels and KPIs are met, and support the professional development of your team.

Key responsibilities

• Supervise daily operations and monitor CSO performance to achieve service level targets.
• Provide coaching, feedback and regular performance reviews.
• Manage customer complaints and resolve team‑level escalations.
• Track and report on team performance metrics, identify trends and recommend process improvements.
• Assist with administrative duties, internal and external communications.
• Support audits, compliance activities and ad‑hoc projects assigned by the CCM.

Required profile

• Minimum 2 years’ experience as a Team Leader in a contact centre environment.
• Diploma in any discipline.
• Strong leadership and communication abilities.
• Ability to work on weekends or public holidays.
• Experience in government or banking contact centres with strict governance and compliance adherence.

Required skills

• Proficient in Microsoft Office.

What we offer

• Competitive base salary and attractive company benefits.
• Fun, collaborative work environment.
• Strong career progression opportunities.