Job Description

This role supports a B2C customer service project, handling inquiries from end users via voice and non-voice channels (e.g., calls, email, chat). The Team Lead is responsible for managing a team of customer service agents to ensure service excellence, KPI achievement, and operational efficiency, while acting as a key bridge between Operations, QA, and Training teams.

Qualifications

• Bachelor’s degree or equivalent diploma
• Minimum 1~2 years of leadership/people management experience (SME, QA, Trainer, and other Support roles are also eligible to apply)
• Has the ability to deliver feedback and coaching to team members basis the collected data from Quality monitoring and reporting development plan to stakeholders in an actionable format
• Strategic thinker with strong analytical and creative problem-solving skills
• Must be able to collaborate with the client on pressing concerns and partner with internal stakeholders on action plan execution
• Experience in a complex fast paced environment and passion for ensuring an excellent user experience

Responsibilities

• Manage daily team performance and KPIs (SLA, CSAT, AHT, productivity).
• Handle escalations and support complex customer cases.
• Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results.
• Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions.
• Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.
• Set clear targets, both individual and team-based, and work towards achieving and exceeding these goals.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting quarterly performance reviews.
• Collaborate closely with QA, Training, and WFM teams to improve service delivery.