Customer Service Team Leader

Requirements:

• Male/Female
• Maximum 28 years old
• Minimum Bachelor's degree in any field
• Experienced as Customer Service Team Leader/Call Center Team Leader min of 2 years
• Proficient in Ms. Office (Word, Excel, PPT) and G-suite
• Customer service mindset, outstanding communication skills, strong problem-solving skills
• Customer satisfaction oriented
• Understand SLA metrics
• Willing to work on shift, including on weekends and public holidays

Responsibilities

• Manage and analyze performance of the Customer Service Agent and ensure they consistently achieve their target
• Daily, weekly and monthly reporting on team performance
• Coaching, encourage and motivate Customer Service Agent
• Organize and manage Customer Service agent operational capacity planning (shifts process, attendance)