
Team Lead
2 weeks ago
- Lead a dynamic, high-performing customer service team
- Opportunity for international business travel
About Our Client
A global leader in financial services and digital payments, with operations spanning across Asia-Pacific and a focus on customer-centric digital solutions.
Job Description
- Lead day-to-day customer service team operations
- Monitor agent productivity (CPH, TPH), attendance, and quality
- Manage communication queues: calls, chat, email
- Ensure SLA compliance and workload distribution
- Approve shift schedules, breaks, and emergency leaves
- Conduct team huddles and enforce internal policies
- Submit daily, weekly, and monthly performance reports
- Perform audits and uphold company compliance standards
- Act as first-level escalation for operational issues
- Travel to Australia or New Zealand as required
The Successful Applicant
- 3+ years in customer service; 2+ years in leadership
- Experience in fintech, telecom, banking, or insurance preferred
- Strong interpersonal, reporting, and analytical skills
- Proficient in Microsoft Office and familiar with CRM/ticketing tools
- Detail-oriented, adaptable, and culturally aware
- Excellent in multitasking, team management, and communication
What's on Offer
- Competitive compensation package
- Exposure to regional operations and stakeholders
- Growth in a dynamic and tech-driven work environment
- Opportunity to build a high-impact support team
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