Customer Service Team Leader

About the role

The Customer Service Team Leader oversees daily activities of call‑center agents to ensure five‑star service in every interaction. The role coordinates with other departments, monitors ticket flow, and drives performance through coaching and real‑time actions.

Key responsibilities

• Supervise day‑to‑day activities of Customer Service Center (CSC) agents.
• Execute performance and discipline management actions, acting as primary HR and admin point of contact.
• Coordinate with relevant departments to resolve customer issues in real time.
• Monitor call and ticket volumes, ensuring SLA targets are met across all channels.
• Assign and manage CSC systems, accounts, and monitor quality of agent interactions.
• Produce regular performance reports and provide actionable recommendations to stakeholders.

Required profile

• At least 2 years of experience as a Team Leader in a call‑center or BPO environment.
• Proven ability to drive individual and team performance to achieve KPIs.
• Experience coaching agents and handling performance‑management processes.
• Background in transportation, logistics, or related fields is a plus.
• Senior High School graduate or higher; flexible to work weekends, holidays, and shifting schedules.

Required skills

• Workforce management processes.
• Microsoft Office suite.
• Google Workspace (Google Suite).