Contact Center Team Lead

IN-HOUSE TEAM LEAD

Job Mandate

Primarily responsible for managing a team of 10-15 Customer Service Officers that may be responsible for providing customer services through incoming calls, emails, personal messages in social media or fax messages. Monitors performance, provides coaching, mentoring, and motivation to team members. Oversees the achievement of team goals and ensures quality customer service is provided consistently.

The Team Lead works with the In-house Services Manager in overseeing operational efficiency and manpower development of the group including but not limited to managing work volume and appropriate manpower management. He coaches and motivates the Customer Service Officers to drive continuous improvement of work/ call handling. Recommends procedures to improved efficiency and quality of customer service.

KEY RESPONSIBILITIES

1. Directly manage CSO/ESO/OCO b...