Role Summary
The Customer Service Team Leader is responsible for leading a team of Customer Service Representatives in delivering high-quality customer support while achieving operational KPIs, SLA and customer satisfaction targets. The role will provide coaching, manage escalations and ensure consistent service quality across the team.
Key Responsibilities
- Lead, coach and monitor the performance of CS agents.
- Manage daily operations, workload allocation, attendance and SLA.
- Handle and support complex customer escalations and complaints.
- Monitor KPIs including QA, CSAT, AHT, FCR and SLA.
- Conduct coaching, feedback, calibration and performance reviews.
- Identify performance gaps and conduct RCA for recurring issues.
- Work closely with QA, Training and Operations teams on process improvements.
- Prepare team performance reports and communicate process updates.
Requirements
- Diploma or Bachelor's Degree in Business, Communications, Management or related disciplines.
- At least 1 year of Team Lead experience in a BPO or contact centre environment.
- Experience handling escalations, complaints and complex customer enquiries.
- Strong understanding of contact centre KPIs including SLA, CSAT, QA, AHT and FCR.
- Strong coaching, people management and problem-solving skills.
- Comfortable working in a high-volume, target-driven environment.
- Mandarin speaking, reading and writing is mandatory.
- Good command of English for customer and stakeholder communication.
- Experience in supporting banking, fintech, e-commerce or financial services projects.
