URGENT HIRING Customer Service Team Lead (Telco Account)

Job Purpose

Lead and support a team of Customer Care Specialists handling voice and non-voice channels including calls, email, social media, and online communities. Responsible for team performance, coaching, queue management, escalations, and overall customer experience.

Job Title: Omnichannel Customer Care Team Leader

Key Responsibilities

• Lead, coach, and manage a team of Customer Care Specialists across multiple channels.
• Monitor attendance, productivity, quality, service levels, and customer experience.
• Manage daily queue conditions, staffing, workload distribution, and channel assignments.
• Conduct team huddles, one-on-ones, coaching, and performance reviews.
• Handle and resolve complex or escalated customer concerns.
• Ensure accurate case documentation and compliance with company/client policies.
• Monitor customer interactions across voice, email, social media, and community platforms.
• Identify customer trends, recurring issues, and opportunities for process improvement.
• Support sales, retention, and customer experience initiatives.
• Prepare performance reports, escalation updates, and action plans.
• Collaborate with Operations, Quality, Training, WFM, HR, and other support teams.
• Support new products, campaigns, processes, tools, and channel expansions.

Qualifications

• College undergraduate, vocational/short-course certificate, or bachelor's degree holder.
• Experience in customer service, telecommunications, contact center, or digital customer care.
• Previous experience as a Team Leader, SME, Senior Agent, Coach, or similar leadership role is strongly preferred.
• Experience handling both voice and non-voice channels.
• Strong background in coaching, performance management, escalation handling, and reporting.
• Excellent verbal and written English communication skills.
• Strong customer service, problem-solving, decision-making, and analytical skills.
• Comfortable handling social media/customer community concerns and potential reputational risks.

Technical & Work Requirements

• Comfortable using CRM, ticketing, telephony, email, social media, WFM, and reporting tools.
• Able to manage multiple systems and customer records accurately.
• Basic to intermediate troubleshooting knowledge of telecommunications services/devices.
• Willing to work rotating shifts, weekends, and holidays.
• Willing to render overtime or extended coverage when required.
• Able to work onsite, remote, or hybrid, depending on business requirements.