Team lead Customer Service

• Recruitment, mentoring, and training of junior and new staffs
• Ensure all staff are well trained & live with the skills smoothly executed & follow their daily Operation workflow.
• Performance management: career counseling, coaching, performance development, 1:1's Mentoring, Team huddle, Ops calibration etc... to make sure the team achieves the glide goal.
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
• Control Team roster to be efficient and work with SMEs/QA/Trainers to gather feedback
• Regarding productivity and quality problems for service improvement.
• Business Management Responsibilities
• Work with workforce management tools and business tools to monitor calls and
• Emails/Chat/Messaging to ensure schedules are achieved
• Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
• Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build-up the project.
• Working with Global team & build up client relationship and handle all reports (if needed)
• Ready to work some assignments from Ops Lead

• Fluency in English (Speaking, listening, writing, and reading). Working 100% English in order to effectively liaise with the Stakeholders of the region.
• University/Colleges required.
• 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center Environment.
• Experience in a high-growth organization is strongly preferred.
• Must be available to work 24/7. Working 5 days, 2 days off per week (depending on the Ops Schedule)

• Work in a company with a solid track record of performance
• Leadership Role
• Flexible working options

GrowthFN