class=ql-align-justify>The Customer Service Team Leader will oversee and manage a team of Customer Service Agents to ensure high-quality service delivery and customer satisfaction. This role involves leading by example, providing guidance, and ensuring the team meets performance metrics. The ideal candidate will possess strong leadership abilities, a deep understanding of the customer service environment, particularly in the e-commerce and financial services industries, and have a risk-based approach to solving problems.
Job Responsibilities:
Assist leadership team to manage overall operations of the contact centre.
Assist to drive operational KPI like service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate and etc.
Work with Assistant Manager to minimize shrinkage, attrition, dissatisfied ...