Customer Service Team Lead

Job Purpose The Team Lead, Customer Service leads a team of customer service agents to deliver an excellent, consistent customer experience. The role combines hands-on supervision, coaching and performance management with day-to-day operational oversight, ensuring service targets are met and customer issues are resolved promptly and professionally. Key Responsibilities Team Leadership • Supervise, motivate and support a team of customer service agents, setting clear daily and weekly goals. • Manage shift schedules, attendance, breaks and leave to maintain adequate coverage. Service Delivery & Performance • Monitor team performance against KPIs such as CSAT, first-contact resolution, average handling time, response time and quality scores. • Track real-time queues and reallocate resources to meet service level agreements. • Handle escalated and complex customer complaints, ensuring fair and timely resolution. • Analyse trends in customer feedback and recurring issues, and recommend process improvements. Reporting & Process Improvement • Prepare daily, weekly and monthly performance reports for the Customer Service Manager. • Collaborate with other departments (e.g., operations, billing, technical teams) to resolve cross-functional issues. Qualifications & Experience • Bachelor's degree or diploma in Business Administration, Communications or a related field (or equivalent experience). • Minimum 3–5 years of customer service experience, including at least 1–2 years in a supervisory or senior agent role. Show more Show less

Bachelor's degree or diploma in Business Administration, Communications or a related field (or equivalent experience). Minimum 3–5 years of customer service experience, including at least 1–2 years in a supervisory or senior agent role.

Team Leadership: Supervise, motivate and support a team of customer service agents, setting clear daily and weekly goals. Manage shift schedules, attendance, breaks and leave to maintain adequate coverage. Service Delivery & Performance: Monitor team performance against KPIs such as CSAT, first-contact resolution, average handling time, response time and quality scores. Track real-time queues and reallocate resources to meet service level agreements. Handle escalated and complex customer complaints, ensuring fair and timely resolution. Analyse trends in customer feedback and recurring issues, and recommend process improvements. Reporting & Process Improvement: Prepare daily, weekly and monthly performance reports for the Customer Service Manager. Collaborate with other departments (e.g., operations, billing, technical teams) to resolve cross-functional issues.