Head of Customer Service / Team Lead, Customer Service New

Company Background

A contact centre company is currently hiring two different position, Head of Customer Service and Team Lead, Customer Service role to be based in Bangsar area.

Key Responsibilities:

• Lead, coach, and motivate a team of customer service agents to meet and exceed performance targets (e.g., AHT, FCR, CSAT).
• Monitor real-time queues and agent activities to ensure optimal staffing and service levels.
• Handle escalated customer issues and provide timely resolutions
• Conduct regular performance reviews, one-on-ones, and team meetings
• Analyze call centre metrics and generate reports to identify trends and areas for improvement.
• Collaborate with Workforce Management (WFM) and Quality Assurance (QA) teams to optimize operations.
• Ensure adherence to contact centre scripts, policies, and compliance standards.
• Support onboarding and training of new hires and continuous development of existing staff.
• Drive a customer-first culture and promote a positive team environment.

Key Requirements:

• Minimum 5 years of experience in a contact centre environment, with at least 2 years in a supervisory or team lead role.
• Strong leadership and people management skills.
• Excellent communication and conflict resolution abilities.
• Proficient in contact centre systems (e.g., CRM, ACD, ticketing platforms).
• Analytical mindset with the ability to interpret data and make informed decisions.
• Ability to work in a fast-paced, high-pressure environment.
• Flexibility to work in shifts, including weekends and public holidays if required