Customer Service Team Leader

Mô tả công việc
Team Performance & Operations Management
Motivate the team and build strategies to meet efficiency, productivity, and consistency targets.
Understand CTQ parameters that affect the process and take actions to improve them.
Conduct twice-monthly performance checkpoints using scorecards.
Correct non-performing metrics and analysts through root cause analysis and action planning.
Ensure SMEs perform their duties and responsibilities.
People Development & Team Engagement
Build career development plans for analysts and guide them toward personal and career goals.
Facilitate team meetings, huddles, and monthly sit-down sessions to gather insights and innovation ideas.
Create an engaging and positive work atmosphere for the team.
Serve as the first point of escalation and clarification for HR-related matters and concerns.
Scheduling, Compliance & Administrative Control
Communicate team schedules, manage leave requests, and monitor team attendance.
Escalate red flags to management from a duty-of-care perspective.
Enforce base operational expectations and information security policies.
Identify workflow improvement opportunities and suggest solutions.
Execute team administrative functions, including time report reviews and HR disciplinary actions when needed.
Yêu cầu công việc
Education & Experience
Bachelor's or Associate's degree.
2-5 years of working experience, preferably with 1 year of team leadership experience.
Skills & Competencies
Ability to motivate teams and rally members toward organizational goals.
Excellent oral and written communication skills.
Passion for learning and creative problem-solving.
Strong ability to manage performance, schedules, attendance, scorecards, and team administrative tasks.
Language / Other Requirements
Chinese Mandarin and English proficiency required.
Strong knowledge of the cultural context in supported user countries.
Good knowledge of the language of supported countries is an advantage.
Flexible to work in a 24/7 environment.
Personality & Attitude
Motivational, people-oriented, and supportive.
Responsible in team performance, compliance, and escalation handling.
Creative in workflow improvement and problem solving.
Positive, engaging, and able to build team cohesion.