Contact Center Team Leader

About the role

The Contact Center Team Leader oversees daily inbound and outbound contact center operations to ensure consistent, high-quality customer service. The role leads and coaches team members, monitors service and performance standards, manages escalations and works with relevant 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, to ensure efficient service delivery.
• Monitor call volumes, staffing, queues and workloads; allocate resources and adjust 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 improve team capability, engagement and performance.
• Conduct call monitoring and quality reviews to ensure compliance with approved scripts, procedures, service standards and regulatory requirements.
• Handle escalated customer inquiries and complaints, coordinate timely resolution and follow up with customers and relevant departments.
• Prepare operational reports, analyse performance trends, complaints and service gaps, and recommend corrective actions.
• Coordinate with teams to resolve 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.
• Preferred: experience in the insurance or financial services industry.

Required skills

• Clear and effective verbal and written communication.
• Good listening, empathetic communication, organisational and problem-solving skills.
• Good written, typing and spoken English and Burmese.
• Ability to work under pressure and adapt to new tools and technologies.