Customer Service Team Lead

Ariston Services Pte Ltd; Singapore; On-site; SGD 50,000 - 65,000; Full time

Job summary

A leading customer service provider in Singapore is seeking a Team Leader to manage a team of Customer Service Officers in the Contact Center. The role involves supervising daily operations, ensuring service levels are maintained, and supporting team development. Candidates should have at least 2 years of experience as a Team Leader in a contact center and possess strong leadership and communication skills.

Qualifications

• Minimum 2 years' experience as a Team Leader in a contact center environment.
• Strong leadership and communication skills required.
• Proficient in Microsoft Office tools.

Responsibilities

• Supervise daily operations and monitor CSOs' performance to meet service levels.
• Track and manage all reports on team performance.
• Assist in administrative tasks and support audits.

Skills

Leadership skills

Communication skills

Microsoft Office proficiency

Problem-solving skills

Education

Diploma qualification in any discipline

Job description

Job Overview

The Team Leader is responsible for supervising a team of Customer Service Officers (CSOs) within the Contact Center. The role includes managing daily operations, ensuring service levels are met, and supporting the team's development. In addition to typical contact center leadership duties, the Team Leader is expected to handle administrative responsibilities and ad hoc tasks as assigned by the CCM.

Key Responsibilities

• Team Management & Operations: Supervise daily operations and monitor CSOs' performance to ensure service levels and KPIs are met. Provide coaching, feedback, and support through regular performance review. Manage customer complaint and resolve team-level escalations.
• Reporting & Performance Monitoring: Track and manage all reports on team performance. Identify trends and suggest process improvements.
• Administrative & Ad Hoc Tasks: Assist in administrative tasks, internal and external communications. Support audits, compliance tasks, and all ad-hoc projects or task assigned by CCM.

Requirements

• Minimum 2 years' experience as a Team Leader in a contact center environment.
• Diploma qualification in any discipline.
• Strong leadership and communication skills.
• Proficient in Microsoft Office.
• Ability to work on weekend or public holiday.
• Business Operation Management.
• Contact Center Operation.