Customer Service Team Lead

We are seeking a proactive and results-driven Team Lead to oversee day-to-day operations and drive performance within a customer service team. The ideal candidate will maintain exceptional personal productivity while managing agent performance, enforcing company policies, and ensuring service level agreements (SLAs) are met across all communication modalities. This role is crucial in fostering a productive, compliant, and positive team environment.

Performance & Productivity

• Achieve and maintain daily personal Calls/Chats per Hour (CPH).
• Ensure perfect personal attendance and quality standards.
• Monitor team's hourly TPH/CPH and provide necessary feedback.
• Conduct test calls to ensure no inbound technical issues. Team & Queue Management
• Oversee breaks for agents and team coordinators; strictly enforce break policies.
• Approve or disapprove emergency breaks based on operational needs.
• Manage all communication queues (email, phone, chat) and ensure even distribution of workload.
• Monitor and control SLA performance.

Reporting & Documentation

• Submit the following reports with accuracy and timeliness:

o Daily: Agent performance, team performance, shift summary, staffing details.

o Weekly: Agent and team performance, DSAT analysis.

o Monthly: Agent and team performance reports, SLA and open tickets.

o Ad-hoc/As Required: Attendance, quality, downtime reports, Queue end report.

People & Policy Management

• Assign tasks to Team Members.
• Conduct team huddles to communicate policy or process updates.
• Review and approve team schedule requests.
• Enforce the company dress code and all internal policies, including Euronet Security Standards.
• Conduct internal audits as needed.
• Foster a healthy, respectful, and growth-oriented team culture.

Communication & Leadership

• Keep the team informed of changes in procedures, SLAs, and outcome expectations.
• Act as the first point of escalation for operational issues.
• Encourage open communication and act as a role model in adhering to organisational values and professionalism.

REQUIREMENTS

Education & Experience

• Bachelor's degree preferred or equivalent experience.
• 3+ years in customer service role, preferably in in Financial Services, FinTech, IT, Telecommunications, Banking or Insurance.
• Minimum 2 years in a supervisory or team lead role from previous jobs is desirable. Skills