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
