Customer Care Senior Team Leader (US market)
Brand International- Posted 10 days ago
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Job Description
Job Summary:
The Customer Care Senior Team Leader is responsible for overseeing the day-to-day operations of the United States customer service team. Reporting to the Operations Manager, the role provides leadership to Customer Care Specialists and Team Leaders, manages operational performance, workforce planning, escalations, stakeholder communication, and operational reporting while ensuring all client KPIs, SLAs, quality standards, and compliance requirements are achieved. The Senior Team Leader assumes operational leadership responsibilities during the absence of the Operations Manager.
Job Description:
- Lead, coach, mentor, and develop Customer Care Specialists.
- Conduct performance reviews, coaching sessions, and development discussions.
- Foster a positive, engaged, and high-performing team culture.
- Manage attendance, discipline, leave planning, and employee wellbeing.
- Monitor daily operational performance and ensure SLA achievement.
- Manage staffing allocation, shift planning, and workforce coverage.
- Monitor productivity, occupancy, backlog, and operational risks.
- Ensure compliance with operational procedures and service standards.
- Manage customer escalations and service recovery.
- Ensure consistent delivery of excellent customer experience.
- Support resolution of complex operational issues.
- Monitor team KPIs including QA, CSAT, SLA, AHT, Productivity, FCR, Attendance and Adherence.
- Analyse operational trends and recommend improvement initiatives.
- Prepare operational reports and presentations for Management and clients.
- Work closely with Operations, QA, Training, WFM, Product, and Client stakeholders.
- Participate in operational meetings and business reviews.
- Support implementation of new processes, products, and operational initiatives.
- Drive operational excellence initiatives.
- Identify process gaps and recommend improvements.
- Support projects assigned by Management.
- Provide operational leadership in the absence of the Operations Manager.
- Support strategic planning and execution of operational initiatives.
- Lead client meetings where required.
- Review operational risks and recommend mitigation plans.
- Support workforce planning and business continuity planning.
- Coach and mentor Team Leaders.
- Drive leadership capability development.
- Support succession planning and talent development.
Job Requirement:
- Minimum Diploma, Advanced/Higher/Graduate Diploma, or Bachelor's Degree in any field or equivalent.
- At least 5 years of experience in a call center environment, preferably within the e-hailing, e-commerce, financial services, banking, or commercial sectors.
- Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
- Strong understanding of e-hailing model.
- Strong analytical and mathematical skills with attention to detail.
- Creative and critical problem-solving skills, with the ability to apply a risk-based approach to complex issues.
- Excellent verbal and written English communication skills, with the ability to converse professionally with US-based clients.
- Proven ability to lead a team, manage performance, and provide constructive feedback.
- Ability to work with cross-functional teams to achieve desired results.
- Self-motivated, positive attitude, and strong customer service ethics.
- Ability to handle multiple tasks in a fluid, fast-paced environment and prioritize effectively.
- Passionate about customer satisfaction and leading by example.
- Able to respond to customer inquiries in a professional manner, maintaining the company's reputation for high-quality service.
- Willingness to work shifts in a 24x7 operation with rotating off days.
- Must be able to work permanent night shifts and follow the US public holiday calendar.
More Info
Key Skills
About Company
We are an award-winning Malaysian company in the areas of Customer Experience, Learning & Training, Human Resource Outsourcing, Talent Management, and Business Process Outsourcing (BPO). Providing cost-effective contact centers, business processes, IT, and Managed services from Malaysia. Our on-shore and off-shore delivery capability span the region we are able to craft end-to-end solutions for customer support, sales, telemarketing, collections,customer service as well as internal IT and Business services. Vision and Mission Our vision is to create and deliver the branded customer experience for you, to ensure that your customers remain loyal. Our mission is the key to achieving this. We will assist you in maximizing your customer experience by ensuring that your people, processes, and operations consistently maintain a sharp focus on service, quality and business performance. Our Core Values Brandt International is more than a company. It's made up of each and every one of you together, we achieve more. Integrity All our actions and decisions are guided by honesty, fairness, and transparency. Maintain high ethical standards. Treat others in a fair, transparent, respectful, and objective manner do not abuse power or authority. Do not allow personal social/economic/political views or inappropriate pressures to influence decision-making. Take prompt and effective action to deal with unprofessional or unethical behavior. Act within and with respect for BRANDT rules and regulations. Takes responsibility for own work, including problems and issues Identifies ethical dilemmas and conflict of interest situations and takes action to avoid and prevent them Anticipate and prevent breaches in confidentiality and/or security Strive for Excellence We will strive for continuous improvement. We will produce the best products and deliver the best services we are capable of providing. We will challenge the process, the product, and our opinions. We will foster a team spirit, never challenging the person, but challenging the problem or opportunity. We will look for new opportunities to learn and grow. We will speak up when we do not understand or do not agree with others. We strive to be known as thought leaders and innovators in customer lifecycle marketing. Spirit of Adventure To be always curious, flexible, and persistent in paving new possibilities. We adopt a culture and mindset of continuous curiosity. We persistently try new possibilities and experiment even though mistakes may be made along the journey. We stay agile, flexible, and innovative on this journey to success. Respect for Diversity We treat all individuals with respect and dignity regardless of their differences, embrace and build upon the unique richness presented by the diversity that characterizes the organization and its staff, and promote gender equality. Respect and work effectively with people of all backgrounds. Are open-minded and seek to understand and empathize with those different to ourselves. Examine own biases and behaviors to avoid stereotyping. Challenge prejudice and intolerance in the workplace. Promote diversity to strengthen own/team work and achieve results.