Contact Center Team Lead

About the role

The Contact Center Team Lead oversees daily inbound and outbound contact center operations to deliver consistent, high-quality customer service. The role leads and coaches team members, monitors service and performance standards, handles escalations and works with other departments to improve processes and customer experience. The position is based in the office.

Key responsibilities

• Lead and oversee day-to-day contact center operations, including inbound and outbound activities.
• Monitor call volumes, staffing, queues and workloads, allocating resources and adjusting schedules to meet service-level agreements and response targets.
• Track individual and team performance against KPIs such as service level, response time, quality, productivity, attendance and customer satisfaction.
• Provide regular coaching, feedback and on-the-job support to the team.
• Conduct call monitoring and quality reviews to ensure compliance with scripts, procedures, service standards and regulatory requirements.
• Handle escalated customer inquiries and complaints, coordinate timely resolution and follow up with customers and departments.
• Prepare operational reports, analyse trends, complaints and service gaps and recommend corrective actions.
• Coordinate with other teams to fix system or process issues and improve workflows and customer experience.
• Support recruitment, onboarding, training, shift planning, attendance management and performance reviews.

Required profile

• Bachelor's degree or equivalent combination of education and work experience.
• Minimum 3 years of experience in a contact center or customer service environment, including at least 1 year in a team leader, supervisory or senior support role.
• Experience managing daily operations, service levels, team performance, coaching, escalations and operational reporting.
• Good written, typing and spoken English and Burmese language skills.
• Ability to work under pressure and adapt to new tools and technologies.

Preferred qualifications

• Experience in the insurance or financial services industry.