Customer Service Team Leader

We are looking for a Team Lead to manage daily customer interactions and order management across B2B and B2C channels. The role is responsible for ensuring accurate and timely order fulfilment, maintaining SLA compliance, and delivering excellent service to both customers and internal stakeholders.

Key Responsibilities

Responsible for the day-to-day supervision of a group of moderators, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.

Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum of weekly.

Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.

Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations.

Communicate expectations to employees and provide timely updates.

Provide subject matter expertise in handling escalated customer calls as needed.

Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

Stay current on internal work processes, policies, and procedures. Attend required manager development training.

Qualifications

Associate's degree in a related field with two to four years of relevant experience preferred.

Experience in the IT or Call Centre Industry is required.

Possess at least a Diploma or higher qualification. Graduation is required.

Highly motivated individual with skills to develop and coach team members to achieve performance expectations.

Work well under pressure and follow through on items to completion.

Excellent communication skills, both written and verbal.

Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.

Ability to mentor, coach, and provide direction to a team of employees.

Hours of Operation : 24x7 (Shift work required based on US time zone).

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