Qualifications
Minimum requirements:
• Bachelor’s degree or equivalent diploma • Minimum 2 years' of people management experience as TL in cs service handling. • Excellent written and verbal communication skills in English and one local language • Has the ability to deliver feedback and coaching to team members basis the collected data from Quality monitoring and reporting development plan to stakeholders in an actionable format • Must be able to spot trends and tendencies with data, and drives team to look for insights • Strategic thinker with strong analytical and creative problem-solving skills • Must be able to collaborate with the client on pressing concerns and partner with internal stakeholders on action plan execution • Significant experience in a complex fast paced environment • Passion for ensuring an excellent user experience
Preferred Requirements• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment) • Experience in Microsoft Office Suite is preferred
Responsibilities
TL Responsibilities:
Team Leadership & Management
- Lead and mentor a team of chat support agents handling inquiries.
- Monitor daily workloads and ensure adequate coverage and adherence to service standards.
- Conduct regular performance reviews and coaching sessions.
Customer Experience
- Resolve escalated or complex customer issues.
- Ensure timely, empathetic, and accurate responses across chat platforms.
- Maintain high customer satisfaction and resolution rates.
Operational Excellence
- Identify and implement workflow improvements to enhance efficiency.
- Collaborate with cross-functional teams (e.g., product, compliance, FTE) to resolve systemic issues.
- Track and report on KPIs such as response time, resolution time, and customer satisfaction.
Training & Development
- Develop onboarding and training programs for new team members.
- Stay updated on product changes and ensure team knowledge is current.Technology & Innovation - Leverage client reporting tools and chat tools to streamline operations. - Support integration of chatbot translations and solutions to improve scalability and service quality.