• Actively guides, mentors, and develops Team Leads
  • Ensure team leaders are working effectively to control and monitoring agents.
  • Manage, train and coach contact center's team members and monitor staff's performance according to established monitoring standards.
  • Support CS Manager by giving feedback/information for personal development plan for Team Lead to ensure they have a basic skill set required for controlling CS team.
  • Ensure all KPIs are monitored and takes the necessary action by Team Lead when KPI is critical.
  • Ensure day to day CS operations run smoothly to meet service commitment level.
  • Handle day-to-day customer and employee issues and any elevated and complex customer service complaints.
  • Notification/escalate problems or issues to related departments in order to reduce the impact on customer satisfaction.
  • Support CS Manager to development, implementation and execution of operational strategies for customer service management.
  • Recommends CS Manager about CS improvement initiative to ensure all CS operations gap is covered.
  • Works with BPM to create SOP to ensure all Team Lead’s tasks are defined, documented and implemented.
  • Ensure all Team Leads SOP is conformed.



  • Minimum 5 years of contact center/customer service management experience
  • Minimum of University educational level or equivalent further education
  • Proven people management skills
  • Leadership Flair with the skill to motivate others to perform and exceed expectations
  • Professional, proactive, positive and "can-do" attitude
  • Experience of Managing BPOs is an advantage
  • Strong analytical skills with logical thinking
  • Excellence in MS Excel; able to use Pivot, Vlookup, Quick Analysis

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