Job Summary
We are seeking a dedicated and people-oriented Team Lead to oversee a team of Customer Service Agents handling HR-related enquiries. This role is responsible for ensuring service excellence, managing daily operations, coaching team members, and driving continuous improvement in employee support experience across HR services.
Key Responsibilities
- Lead and manage a team of Customer Service Agents handling HR-related enquiries via phone, email, and chat
- Monitor daily team performance to ensure service levels, quality standards, and KPIs are achieved
- Provide coaching, guidance, and regular feedback to support team development and performance improvement
- Handle escalations and complex employee enquiries in a professional and timely manner
- Collaborate with HR, Operations, and other stakeholders to ensure accurate and consistent information delivery
- Conduct regular quality reviews and identify areas for process and service improvements
- Support workforce planning, scheduling, attendance tracking, and team productivity management
- Prepare operational reports and analyze trends to improve customer experience and service efficiency
- Ensure compliance with company policies, HR procedures, and data confidentiality requirements
Requirements
- Minimum 2–4 years of experience in Customer Service, Shared Services, or HR Support environment
- Prior experience in a Team Lead or supervisory role is an advantage
- Strong people management, communication, and stakeholder management skills
- Ability to handle escalations and work in a fast-paced environment
- Familiarity with HR processes, ticketing systems, or shared services operations is preferred
- Strong analytical and problem-solving skills with attention to detail
