Team Lead

About the role

The Team Lead manages a team of Customer Service Representatives and may also supervise Senior Customer Service Representatives and Subject Matter Experts. This role is responsible for driving performance, ensuring attendance compliance, and providing coaching to achieve high customer satisfaction.

Key responsibilities

• Lead and inspire the team to deliver excellent individual and team performance.
• Monitor daily activities such as attendance, break schedules, overtime, and leaves.
• Audit calls, listen to recordings, and provide coaching feedback.
• Ensure policies and procedures are followed with proper documentation.
• Communicate updates and ensure consistent understanding across the team.
• Apply performance management and disciplinary measures fairly and consistently.
• Collaborate with management to identify and implement process improvements.
• Support Group Managers by highlighting operational risks and improvement areas.
• Attend regular management and calibration meetings.
• Liaise with the IT department for technical concerns.

Required profile

• Excellent oral, written and listening communication skills.
• Exceptional organizational abilities and strong time‑management.
• At least 12 months tenure within the company and an outstanding attendance record.
• Self‑motivated, receptive to feedback and able to work with minimal oversight.
• Experience in coaching, mentoring and developing training materials.
• Comfortable with public speaking or teaching.

Required skills

• Basic computer software proficiency and internet navigation.