Customer Service Team Lead

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading financial services firm in Singapore is seeking a Team Lead for their Contact Centre to oversee operations and manage a team of 25 customer service agents. The successful candidate will have 5 to 8 years of customer service experience, with 2 to 3 years in a supervisory role. Responsibilities include ensuring service quality, monitoring KPIs, and driving process improvements. Strong communication and organizational skills are essential for fostering a high-performance culture and enhancing customer satisfaction.

Qualifications

• 5–8 years of experience in customer service or Contact Centre operations.
• 2–3 years in a supervisory or team-lead role.
• Prior experience in a Contact Centre or customer-facing environment.

Responsibilities

• Lead and manage a team of near 25 customer service agents.
• Ensure timely and accurate service delivery per standards.
• Monitor staffing and workload distribution.
• Handle escalations and complex cases effectively.
• Track operational KPIs and identify performance gaps.
• Contribute to process improvements and service quality.

Skills

Customer service passion

Communication skills

Organizational skills

Problem-solving skills

Experience in Contact Centre metrics

Job description

Position Summary

The Team Lead reports to the VP and is responsible for overseeing the daily operations of the Contact Centre and walk‑in customer Service Centre to ensure a consistent and high‑quality customer and merchant experience.

The role focuses on people management, operational performance, service quality, and continuous process improvement. The incumbent will work closely with internal stakeholders to implement service initiatives, maintain operational discipline, and support the organization's customer service strategy.

Key Responsibilities

• Lead and manage a team of close to 25 customer service agents including overseeing performance, coaching, and day‑to‑day supervision.
• Ensure the team delivers timely and accurate service in line with service standards, KPIs, and established procedures.
• Monitor workload distribution, staffing, and scheduling to support service‑level targets.
• Handle escalations and complex cases, ensuring timely resolution and positive customer outcomes.
• Track operational KPIs, including service levels, handling time, productivity, and customer satisfaction metrics.
• Identify performance gaps and implement corrective actions or coaching plans to improve team outcomes.
• Contribute to continuous improvement efforts by streamlining, recommending enhancements to processes, SOPs and customer touchpoints to increase operational efficiency and customer satisfaction.
• Ensure team adherence to regulatory requirements, audit standards, risk controls, and internal operating procedures.
• Manage and drive automation projects implementation.

Requirements

Education and Experience

• 5–8 years of experience in customer service or Contact Centre operations, including at least 2–3 years in a supervisory or team‑lead role.
• Prior experience managing a team in a Contact Centre or customer‑facing environment is required.

Skills and Knowledge

• Strong passion for customer service with the ability to motivate and guide frontline teams.
• Good communication and interpersonal skills when engaging both internal and external stakeholders.
• Solid understanding of Contact Centre metrics, operations, and service quality standards.
• Demonstrated ability to identify operational issues and drive process improvements.
• Strong organizational, time‑management, and problem‑solving skills.
• Outcome‑driven with a proactive approach to achieving service performance targets.