Customer Service Team Lead
Core
Lead and optimize a customer service team for an on-demand delivery platform, ensuring high performance across voice and chat channels.
Role type
Senior Customer Service Team Lead
Builds
Customer support operations for Lalamove's delivery and moving services
Domain
Logistics / On-demand delivery
Deliverable
Dashboards & analysis
Required skills
Team coaching, performance management, KPI monitoring, QA calibration, process improvement, shift scheduling, data analysis
Preferred skills
BPO leadership experience, supervisory experience, voice and chat channel management
Technologies
N/A
Responsibilities
Conduct regular coaching sessions to address performance gaps; Lead weekly team meetings to align on priorities; Conduct monthly performance reviews; Monitor real-time performance metrics (Service Level, Abandon Rate, Answer Rate); Manage QA calibration; Schedule shift rotations; Identify opportunities to enhance internal processes.
Seniority
Senior, hands-on IC
