The Customer Service Team Leaders are an essential part of driving success in the Customer Service Center. 

. Key Responsibilities

1. Responsible for supervising the day-to-day activities of CSC Agents

2. Responsible for executing performance management actions for CSC Agents

3. Real-time and daily coordination with the relevant department of CS issues received

4. Discipline Management POC for CSC agents and HR coordinator for admin actions (Payroll, contract, etc.)

5. Subject matter expert and escalation POC for CS agent

6. Responsible for monitoring call/ticket volume per interval and initiating real-time actions to 

meet the target SLA in all channels

7. Responsible for assigning and managing CSC systems and accounts

8. Responsible for monitoring customer interaction of CSC agents to maintain quality calls/ 

Ticket handling. Responsible for summarizing and analyzing agent-level and team-level performance. 

Regular reporting to stakeholders to drive improvement in achieving KPI.

9. Perform other duties and tasks as assigned by the direct manager based on organizational needs and evolving business requirements