Customer Service - Team Lead (Contract)

Company Overview

Zenith Infotech (S) Pte Ltd, founded in 1997, provides IT professionals and solutions to boost client productivity. It supports long-term projects with IT companies, consulting firms, system integrators, government agencies, and MNCs.

Job Summary

The Team Leader supervises Customer Service Officers in the Contact Center, managing daily operations, ensuring service levels, and supporting team development while handling administrative and ad hoc tasks assigned by the CCM.

Responsibilities

• Supervise daily Contact Center operations to ensure Customer Service Officers meet service levels and KPIs
• Provide coaching and feedback through regular performance reviews to enhance team capabilities
• Manage and resolve customer complaints and team-level escalations promptly
• Track and analyze team performance reports to identify trends and recommend process improvements
• Assist with administrative tasks and manage internal and external communications effectively
• Support audits, compliance activities, and complete ad hoc projects or tasks assigned by the CCM

Required competencies and certifications

• Minimum 2 years’ experience as a Team Leader in a contact center environment
• Diploma qualification in any discipline
• Proficient in Microsoft Office applications
• Ability to work on weekends or public holidays

Preferred competencies and qualifications

• Strong leadership and communication skills