Customer Service Team Leader

We are looking for an experienced and motivated Customer Service Team Leader to lead and support a team of customer service representatives. The ideal candidate will be responsible for driving team performance, achieving KPIs, coaching agents, and ensuring exceptional customer service standards.

Key Responsibilities:

• Lead, motivate, and manage a team of Customer Service Representatives.
• Monitor daily team performance and ensure KPIs and SLAs are achieved.
• Conduct regular coaching sessions and performance evaluations.
• Provide real-time support to agents in handling customer inquiries and escalations.
• Analyze performance reports and identify areas for improvement.
• Deliver feedback and implement action plans to improve productivity and quality.
• Collaborate with other departments to resolve operational issues.
• Ensure adherence to company policies, procedures, and quality standards.

Job Requirements:

Bachelor’s degree is preferred.

Minimum 2 years of experience as a Team Leader in a Call Center or BPO environment.

Strong leadership, coaching, and people management skills.

Excellent communication and interpersonal skills.

Experience managing KPIs such as AHT, CSAT, SLA, Quality, and Productivity.

Strong analytical and problem-solving abilities.

Proficiency in Microsoft Office, especially Excel.

Ability to work under pressure and manage multiple priorities.

English proficiency: B2 level or above.

Flexibility to work rotational shifts if required.