
Customer Service Team Lead
3 days ago
**Role**: Customer service Team Lead
**Description**
- Coach and guide customer service officers (CSOs) to answer customers’ queries and provide first call resolution
- Conduct business reviews and provide suggestions on processes
- Manpower management and shift adherence of CSOs
- Monitor and coach on agent productivity to achieve SLA adherence
- Conduct performance review with CSOs - identifying areas of training and improvement
- Team engagement and retention strategy and implementation
- Handle ad hoc duties as required
**skills ;
Minimum of 3 - 5 years of experience working in a contact center industry
- Minimum education level: Diploma
- Active listener and possesses problem-solving skills
- Fast learner and good team player
- Demonstrates good customer service and communication skills and comfortable to work in a fast-paced environment
- 44 hours per week, able to work rotating shift hours including weekends and public holidays
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