CX Team Lead

Job Summary:
We are seeking a proactive and results-driven Team Leader to manage, mentor, and support a high-performing team. This role involves overseeing daily operations, driving team objectives through OKRs, managing projects, and ensuring seamless collaboration across departments. The ideal candidate will demonstrate strong leadership, project management expertise, and the ability to build and sustain team engagement.

Key Responsibilities:

• Lead, motivate, and guide the team to achieve performance and business goals.

• Conduct regular 1:1 sessions with team members to discuss performance, feedback, and personal development.

• Manage the onboarding process to ensure smooth integration of new hires.

• Deliver training sessions to enhance team skills and operational efficiency.

• Participate in on-site interviews to assess and select qualified candidates.

• Set departmental OKRs and track progress consistently.

• Develop and implement strategies to boost performance, productivity, and engagement.

• Oversee and drive the successful execution of key team projects, including:

  • IVR

  • Chatbot

  • Saving

  • Support Merchant

• Collaborate with cross-functional stakeholders to ensure timely project delivery.

• Review and validate all periodic reports for accuracy, quality, and alignment with performance standards.

• Work closely with the floor manager, on-ground leader, and quality specialist to ensure compliance and maintain operational excellence.

• Represent the team in key meetings, including:

  • Biweekly OKRs meeting

  • CSx Marketing meeting

  • B2C meeting

  • Customer Voice meeting

• Manage ad hoc tasks and provide effective solutions to operational challenges.

• Oversee salary setting for the customer service and on-ground teams.

• Prepare rosters and annual leave plans to ensure fair and efficient utilization of leave across the team.