Team Lead - Services

Role Overview: You will be responsible for leading a team that delivers service operations to clients/customers, ensuring high-quality delivery, meeting operational metrics/KPIs, driving process improvements, and supporting team development. Key Responsibilities: - Lead, motivate, and mentor a team of service personnel to meet and exceed service delivery goals. - Monitor individual and team performance. - Handle escalations to ensure prompt resolution of client/customer complaints/issues. - Oversee day-to-day operations including task assignment, shifts/scheduling, and resource planning. - Identify gaps in knowledge and training needs; plan & deliver training/coaching for continuous improvement. - Develop and refine service processes, workflows, checklists, and standard operating procedures. - Generate and analyze reports on team performance, service metrics, identify trends, and propose improvements. - Coordinate with other departments (e.g. Quality, HR, Sales) to ensure smooth service delivery and alignment with client expectations. - Maintain documentation such as service logs, knowledge base entries, and process documents. - Support change initiatives and technology/system upgrades related to service operations. Qualifications: - Bachelor's degree (or equivalent) in a relevant field. - Minimum 2 years of total experience in service operations/customer service/support roles. - Excellent communication and interpersonal skills. - Ability to handle stressful situations and provide calm, reassuring assistance. - Strong problem-solving skills and attention to detail. - Proficiency in using computer systems and CRM software. Please note that the working conditions include an office-based call centre environment, flexibility in working hours and shifts (including occasional night shifts), and potential stress situations requiring quick and efficient problem-solving. Kindly note the additional details of the company have not been provided in the job description.,