Overview
This role supports a B2C customer service project , handling inquiries from end users via voice and non-voice channels (e.g., calls, email, chat). The Team Lead is responsible for managing a team of customer service agents to ensure service excellence, KPI achievement, and operational efficiency , while acting as a key bridge between Operations, QA, and Training teams.
Qualifications
Bachelor’s degree or equivalent diploma
Minimum 1~2 years of leadership/people management experience (SME, QA, Trainer, and other Support roles are also eligible to apply)
Has the ability to deliver feedback and coaching to team members basis the collected data from Quality monitoring and reporting development plan to stakeholders in an actionable format
Strategic thinker with strong analytical and creative problem-solving skills
Must be able to collaborate with the client on pressing concerns and partner with internal stakeholders on action plan execution
Experienc...