Team Leader Customer Service

Key Responsibilities

1. Team Performance Management

• Monitor CS daily performance, productivity, quality, attendance, and discipline.
• Review performance against project-specific KPIs and daily targets.
• Identify performance gaps early and take corrective action before issues escalate.
• Conduct regular 1-on-1 and performance check-ins with CS team members.
• Maintain performance records and provide data-based performance updates to management.
• Ensure employees understand what is expected from them and how their performance is measured.

2. Client & Operational Management

• Act as the primary KST contact for operational and people-related matters concerning the CS team.
• Maintain regular communication with the client regarding team performance, workload, and development.
• Clarify client expectations, priorities, and changes in operational requirements.
• Ensure client feedback is translated into clear actions for the CS team.
• Manage escalations related to employee performance and operational issues.
• Challenge or clarify client feedback when necessary and ensure performance decisions are supported by clear evidence.

3. Employee Development & Coaching

• Conduct structured coaching for CS employees based on identified performance gaps.
• Identify individual development needs and create practical improvement actions.
• Provide additional guidance to employees who are struggling to meet expectations.
• Monitor progress of employees under an Improvement Plan.
• Identify high-potential employees and prepare them for broader responsibilities.
• Build a culture of ownership, proactivity, accuracy, and continuous improvement.

4. Probation & New Employee Management

• Ensure every new CS employee understands role expectations, KPIs, and success criteria from Day 1.
• Monitor new employees during their first 90 days.
• Conduct and document structured 30/60/90-day performance reviews.
• Establish early warning status: Green / Yellow / Red.
• Initiate coaching or improvement actions for Yellow/Red employees.
• Provide evidence-based recommendations regarding probation continuation or completion.
• Conduct Root Cause Analysis for employees who fail probation to identify whether the issue comes from hiring, onboarding, training, performance, or role fit.

5. Recruitment & Selection Support

• Participate in client interviews and final candidate assessment.
• Support HR in designing and conducting CS job simulations/case studies.
• Provide feedback on candidate suitability based on operational requirements.
• Identify recurring hiring gaps from probation failures and recommend improvements to the recruitment process.

6. Process & Quality Improvement

• Identify recurring errors, bottlenecks, and productivity issues within CS operations.
• Develop and maintain practical SOPs, checklists, and working guidelines together with the client.
• Ensure CS employees follow agreed processes and quality standards.
• Analyze recurring performance issues and propose preventive solutions.
• Capture lessons learned and convert them into training or process improvements.
• Continuously improve the CS team's productivity and quality.

7. Reporting & Business Acumen

• Provide management with data-driven reporting, not only activity updates.
• Monthly reporting should cover:
• Headcount & manpower status
• Productivity / target achievement
• Quality / error rate
• Attendance & discipline
• Client feedback
• Employee development progress
• Probation status

Requirements

• Diploma/Bachelor's degree in any field.
• Minimum 2–3 years of experience in Team Leader CS, Supervisor CS, or similar role (MUST)
• Proficient in English (MUST)
• Experience managing or coordinating a team is preferred.
• Strong communication and interpersonal skills.
• Good problem-solving and analytical skills.
• Proactive, detail-oriented, and strong sense of ownership.
• Able to manage performance and provide constructive feedback.
• Comfortable working with targets, KPIs, and performance data.