Team Lead, Customer Service

Team Lead, Customer Service (Live chat)
Your new company
A logistics firm is looking for a Manager, Live Chat Experience (1-year contract)
Your new role
Lead the strategic design and operationalization of the live chat service channel integrating WhatsApp with human agent support
Conduct comprehensive analysis of current customer service enquiry management operations and identify improvement opportunities
Develop and deliver training programmes for Live Chat Agents and establish performance evaluation frameworks and metrics to refine the service model
Personally manage LiveChat sessions to maintain service quality and identify improvement opportunities
Drive continuous improvement initiatives across operational and technological workflows
Mentor and develop the Assistant Lead and team members
What you'll need to succeed
A recognised diploma
Two (2) years of supervisory experience in a customer service/contact centre environment.
Able to work ro...