Customer Service Team Lead

We are looking for a highly skilled results-driven Customer Services Team Lead to join a fast-growing international company. This is a unique opportunity for a hands-on leader who thrives in a dynamic environment, is passionate about customer satisfaction, and excels at empowering teams to deliver operational excellence. Job Responsibilities: Manages frontline operation teams to ensure operational excellence and excellent customer service. Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs and service quality standards. Develop a productive and achievement oriented working environment for employees resulting in high engagement scores. Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction. Coordinate with relevant personnel and stakeholders, including Managing Directors and other departments Initiate projects that will help improve customer satisfaction and address business requirements. Qualifications: Bachelor's degree in related departments. At least 5 years work experience in customer service field, with a minimum of 2 years in team management. Proficiency of computer skill in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite Ability to communicate effectively with people at different levels Ability to develop, implement and review policies and procedures A sound knowledge and understanding of contact centre management principles Excellent command of written and communication skills in English.