Customer Service Team Leader

Mô tả công việc
Team Management & Performance
Motivate and strategize to ensure the team consistently meets efficiency, productivity, and quality consistency targets.
Perform bi-monthly performance check-points using scorecards and provide actionable guidance to support personal and career development.
Facilitate regular team meetings and huddles to maintain alignment and create an engaging, collaborative work atmosphere.
Operational Oversight & Compliance
Manage team schedules, including leave requests and attendance tracking, ensuring adequate coverage.
Guarantee that all base operational expectations and information security policies are strictly enforced.
Act as the primary point of escalation and clarification for HR-related matters and team concerns.
Continuous Improvement & Reporting
Identify improvement opportunities in workflows, suggest solutions, and proactively foster a culture of innovation.
Conduct root cause analysis for non-performing metrics and analysts, and implement solid action planning to correct performance.
Elevate and escalate critical red flags to management from a duty-of-care perspective.
Yêu cầu công việc
Education & Qualifications
Bachelor's or Associate's degree in a relevant field.
Experience & Knowledge
2 to 5 years of professional working experience, preferably with at least 1 year of experience in leading a team.
Strong knowledge of cultural contexts in the supported regions and proficiency in the languages of the regions served is considered a strong advantage.
Skills & Competencies
Excellent oral and written communication skills in English.
Proven ability to motivate teams and rally a group toward achieving organizational goals.
Strong technical proficiency in managing metrics and understanding Critical-to-Quality (CTQ) parameters.
Personality & Attitude
Passionate about continuous learning and creative problem-solving.
Flexible, adaptable, and highly comfortable working in a fast-paced 24/7 environment.
Proactive leader with the ability to build a fun, engaging, and professional team culture.