Customer Service Team Lead

The Team Lead, Customer Service leads a team of customer service agents to deliver an excellent, consistent customer experience. The role combines hands‑on supervision, coaching and performance management with day-to-day operational oversight, ensuring service targets are met and customer issues are resolved promptly and professionally.

• Supervise, motivate and support a team of customer service agents, setting clear daily and weekly goals.
• Manage shift schedules, attendance, breaks and leave to maintain adequate coverage.

• Monitor team performance against KPIs such as CSAT, first-contact resolution, average handling time, response time and quality scores.
• Track real-time queues and reallocate resources to meet service level agreements.
• Handle escalated and complex customer complaints, ensuring fair and timely resolution.
• Analyse trends in customer feedback and recurring issues, and recommend process improvements.

• Prepare daily, weekly and monthly performance reports for the Customer Service Manager.
• Collaborate with other departments (e.g., operations, billing, technical teams) to resolve cross-functional issues.

• Bachelor's degree or diploma in Business Administration, Communications or a related field (or equivalent experience).
• Minimum 3–5 years of customer service experience, including at least 1–2 years in a supervisory or senior agent role.