CSR Team Leader

Job description:

1. JOB OVERVIEW:

The Team Lead oversees the daily team operations, supports CSR development, and ensures the achievement of service, quality, and operational objectives through effective leadership, coaching, and performance management. The Team Leader is responsible for driving team productivity, maintaining compliance with operational standards, fostering employee engagement, and ensuring the consistent delivery of excellent customer service.

1. DUTIES AND RESPONSIBILITIES:
2. 1 Team Management & Leadership

• Develop team strengths and address performance gaps through coaching and mentoring.
• Handle team members' concerns, conflicts, and feedback professionally.
• Foster a positive, inclusive, and productive work environment.
• Monitor individual and team performance against established KPIs.
• Promote accountability, collaboration, and continuous improvement within the team.

1. 2 Training & Development

• Conduct daily evaluations and provide regular performance feedback.
• Facilitate weekly coaching sessions and performance discussions.
• Enhance employee knowledge, communication skills, and confidence through mock chats, knowledge checks, and coaching activities.
• Complete leadership and development programs as required.

1. 3 Operations Monitoring & Support

• Review and cascade operational updates from approved communication channels.
• Ensure compliance with company policies and operational procedures.
• Monitor attendance, productivity, quality, and schedule adherence.

1. 4 Reporting & Communication

• Prepare and submit daily operational reports via email, including attendance, queue management, and critical issues.
• Analyze team performance metrics and recommend actionable improvements.
• Participate in leadership meetings, calibration sessions, and operational discussions.
• Maintain accurate documentation of coaching sessions, performance discussions, and employee action.

1. KNOWLEDGE, SKILLS AND COMPETENCIES:
2. 1 Leadership

• Strong coaching and mentoring skills.
• Ability to motivate and develop high-performing teams.
• Effective conflict resolution and employee relations skills.
• Demonstrates accountability, integrity, and professionalism.

1. 2 Operational Management

• Knowledge of contact center operations and customer service best practices.
• Experience monitoring service levels, productivity, attendance, and quality metrics.
• Ability to manage escalations and make sound operational decisions.

1. 3 Analytical Skills

• Ability to interpret operational data and identify performance trends.
• Strong problem-solving and root cause analysis skills.
• Data-driven decision-making and action planning.

1. 4 Communication

• Excellent verbal and written English communication skills.
• Strong presentation and facilitation skills.
• Ability to communicate effectively with employees and senior leadership.

1. 5 Technical Skills

• Intermediate proficiency in Microsoft Excel (e.g., Pivot Tables, IF, SUMIFS, COUNTIFS, XLOOKUP/VLOOKUP).
• Proficient in Google Workspace or Microsoft Office applications.
• Experience using CRM, ticketing systems, or contact center platforms is an advantage.

1. QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS:

• Bachelor's degree in any field is preferred but not required.
• Minimum of one (1) to two (2) years of experience as a Team Leader, Supervisor, or in a leadership role within a customer service, BPO, or contact center environment.
• Proven experience leading a team and consistently achieving operational and performance KPIs.
• Demonstrated experience in coaching, performance management, employee development, and handling performance improvement initiatives.
• Experience managing attendance, productivity, and day-to-day team operations.
• Proficient in Microsoft Excel, Google Sheets, and Microsoft Office applications.
• Excellent verbal and written communication, interpersonal, and leadership abilities.
• Ability to interpret performance metrics and develop data-driven action plans to improve team performance.
• Ability to work effectively in a fast-paced, 24/7 operational environment while managing multiple priorities and adapting to changing business needs.
• Work Schedule: Shifting Schedule (including weekends and holidays)
• Work Location: On-site

Other Benefits :

• Rice Subsidy Allowance
• Overtime pay
• Performance bonus
• Signing Bonus
• Mid-Year Bonus
• Meal Allowance for GY Shift Employees
• Perfect Attendance Bonus
• HMO