Customer Service Team Leader

About the role

The Customer Service Team Leader will manage day‑to‑day operations of a contact centre, ensuring key performance indicators are met and service levels are maintained. You will work closely with the Project Manager, Customer Experience, and Training teams to drive performance and continuous improvement.

Key responsibilities

• Oversee daily contact‑centre activities and ensure KPIs are achieved.
• Prepare and distribute performance reports (daily, weekly, monthly) and recommend actions to maintain service levels.
• Develop and enforce work procedures that align with company standards and strategic goals.
• Provide accurate, timely feedback and coaching to team members.
• Collaborate with Customer Experience and Training teams to identify issues, drive metrics, and prioritize actions based on seasonality and client needs.
• Facilitate team briefings, monthly coaching sessions, and initiatives that enhance team connection.
• Support the Quality Management System through continuous improvement activities.

Required profile

• Advanced/Higher/Graduate Diploma, Bachelor’s degree or higher in any field.
• Minimum 2 years of relevant experience, preferably in a BPO or contact‑centre environment.
• Proven ability to lead, inspire and motivate teams to meet goals.
• Strong project and resource management capabilities.
• Excellent communication, interpersonal, decision‑making and analytical skills.
• Fluent verbal and written English; additional language of the supporting market is a plus.

Required skills

What we offer

• Attractive remuneration and comprehensive perks.
• Full medical, insurance and social security coverage.
• World‑class workspaces with easy public‑transport access.
• Engaging activities, recognition programs and strong learning & development plans.
• Flexible working arrangements and coaching from industry experts.
• Opportunity to join a global, award‑winning company.