Call Centre Team Lead
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Job summary
The Call Centre Team Lead will lead, supervise, and coordinate a client operations team to ensure efficient service delivery, effective process management, high performance, and compliance with company policies and applicable local regulations, while fostering team motivation, development, and cross-functional collaboration.
Min Qualification:
Diploma
Experience Level:
Mid level
Experience Length:
2 years
Working Hours:
Full Time
Job descriptions & requirements
- Supervising and coordinating the team to ensure continuous client service and operational stability.
- Analyzing the effectiveness of processes and tools and recommending improvements to enhance performance and efficiency.
- Communicating operational, product, or process changes clearly within the team.
- Monitoring qualitative and quantitative indicators and responding to performance deviations.
- Ensuring proper implementation of operational procedures.
- Conducting ongoing performance assessments and providing structured feedback.
- Organizing coaching and motivational sessions to support target achievement and engagement.
- Identifying staffing needs and supporting recruitment initiatives.
- Preparing periodic operational and performance reports.
- Managing client complaints in line with company policies and local legal requirements.
- Identifying team training needs and participating in sourcing appropriate training solutions.
- Collaborating with other relevant departments to support operational objectives.
- Performing any other duties as may be assigned by Management from time to time.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
Perfomance Management
Process Compliance
Problem Solving
Communication
Operations
Cross-Functional Collaboration
Team Leadership
Analytical Skills
Decision-Making
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