Customer Service Team Lead

Job description

Reporting to the Regional Customer Operations Manager, you’ll lead by example - actively handling customer cases while leading a team of senior and junior agents. Your role balances daily operations, coaching, and performance management, with a strong emphasis on empowering your team, fostering trust, and nurturing a supportive environment that drives collective success. What you will do: - Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment and trust. - Proactively shape and foster adaptability within your team, setting a positive tone to thrive in an evolving and dynamic environment . - Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy. - Manage team schedules and shifts to meet staffing guideline s . - Oversee workload prioritization, distribution, and essential administrative tasks such as attendance management, productivity tracking, and time of f requests. - Conduct regular performance reviews focused on each team member's case handling contribution, Average Handle Time (AHT), and Quality Assurance scores . - Adapt flexibly to chang...