Customer Service & Inbound Team Leader

Job Description

Team leader will be directly responsible for tasks including (but not limited to):

• Overseeing the day-to-day operations of Contact Center teams (10-15 agents).
• Performing quality monitoring as required to improve overall service quality.
• Training agent on soft skills, call handling, ticket handling, and communication skills.
• Training new joiners. Conduct refresher trainings on new implementations and process changes.
• Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
• Ensuring that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.
• Prepare training material, scripts and conduct sessions based on analysis. Support management team to build SOP.
• The ability to contribute to a better working environment for yourself and your co-workers. This includes self-awareness, initiative, accountability, persistence, resilience, patience, perceptiveness, and emotional regulation.
• Co-ordinate the activities of the teams; provide support and advice to team members.
• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Maintaining adequate staff levels and quality.

Job Requirement

• At least 2 years’ experience in customer service/ call center/ contact center environment. 
• Flexibility with the department’s shift rotation patterns (from 6am to 10pm)
• Good at English. 
• A high level of commercial awareness.  
• Well-developed communication skills, ability to communicate to all levels. 
• Experience in providing performance feedback to motivate and mentor agents. 
• Pro-active, hardworking and detail oriented.
• Able to understand customer requirements and deliver an excellent level of service
• Knowledge of customer service software and systems.
• Intermediate to advanced reporting skills. 
• Ability to identify and analyze data for trends. 
• Organizational skills with the ability to handle multiple tasks; prioritize effectively and demanding workload. 
• Problem solving skills. 
• Excellent team player. 
• Effective team co-ordination and leadership skills. 
• A high level of commercial awareness.