Customer Support Team Lead

Our client is seeking a motivated and organised Customer Support Team Lead to support the day-to-day operations of their Customer Support team. This role offers the opportunity to take ownership of key operational activities, support team development, improve processes, and contribute to delivering an exceptional customer experience.

The ideal candidate will be a proactive problem-solver with strong leadership skills, a passion for developing others, and the ability to thrive in a fast-paced environment.

Responsibilities:

• Support the Head of Operations in the daily management and coordination of the Support team, including ensuring adequate staffing levels for shift coverage, preparing rosters, and making adjustments where necessary.
• Develop and deliver training sessions for all new team members to ensure they are equipped with the necessary knowledge and skills.
• Create, maintain, and regularly review training materials, manuals, and Standard Operating Procedures (SOPs) to ensure they remain accurate and up to date.
• Provide ongoing coaching, mentoring, and guidance to team members whenever required to support their development and performance.
• Assist the Head of Operations with Quality Control (QC) activities within the Customer Support team and provide constructive feedback to team members during regular one-to-one meetings.
• Oversee and manage Route Optimisation activities across all routes, excluding S Routes.
• Identify and propose new initiatives, processes, and best practices to improve team efficiency, effectiveness, and overall performance.
• Take full ownership and accountability for assigned tasks, ensuring they are completed to the required standard.
• Carry out any additional duties or responsibilities assigned by the line manager as required.
• In exceptional circumstances, provide support by covering scheduled shifts and on-call duties within the Customer Support team.

Requirements

• Proficient with MS Office, especially excel.
• At least three years of local experience in a Senior Customer Support role within telecoms or similar.
• At least three years of working experience in a Senior Customer Support role within telecoms or similar.
• Excellent verbal and written communication skills in English.