Customer Service Team Leader

About the role

The Customer Service Team Leader will manage day‑to‑day operations of the 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, resolve issues and support continuous improvement.

Key responsibilities

• Oversee daily contact‑centre activities and ensure KPIs are achieved.
• Produce and distribute performance reports (daily, weekly, monthly) and recommend actions to maintain service levels.
• Establish and refine work procedures aligned with company standards and strategic directives.
• Provide accurate, timely feedback and coaching to team members to improve performance.
• Collaborate with Customer Experience and Training teams to identify issues, balance priorities and drive metrics.
• Facilitate team briefings, monthly coaching sessions and foster team connection.
• Support the Quality Management System through ongoing implementation and improvement.

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 a team 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.
• Flexible working arrangements and hybrid options.
• Coaching and mentoring from industry experts.
• Strong learning and development programmes.
• Engaging activities, recognition programmes and a positive work culture.