Customer Service Team Leader

About the role

We are seeking a Customer Service Team Leader to oversee a team of Customer Service Officers, ensuring daily operations run smoothly and key performance indicators are achieved. The role involves coaching staff, handling escalations, monitoring performance reports, and supporting compliance and special projects.

Key responsibilities

• Lead and manage daily activities of the Customer Service team, ensuring KPIs and service benchmarks are consistently met.
• Conduct regular performance evaluations, provide mentorship, coaching and actionable feedback.
• Handle customer concerns and resolve escalations at the team level efficiently and professionally.
• Prepare, review and manage performance reports to monitor team outcomes.
• Identify recurring issues or trends and recommend practical solutions to optimise processes.
• Support administrative functions and maintain clear communication with internal and external stakeholders.
• Assist with compliance checks, audits and contribute to special projects delegated by the Contact Center Manager.

Required profile

• Diploma or Bachelor’s degree in any discipline.
• Minimum of 2 years proven experience as a Team Leader in a contact centre environment.
• Experience in government hotline or banking contact centres.
• Strong communication style aligned with client expectations and stakeholder engagement.

Required skills

• Proficiency with Microsoft Office tools.