About the role
As a Customer Service Team Leader, you will be responsible for managing and supporting a team of agents handling customer engagement and financial product sales campaigns. You will provide leadership, monitor performance, conduct coaching sessions and ensure that agents deliver professional customer experiences while achieving their sales and productivity targets.
This role requires flexibility to work night shifts to support international operations and align with campaign schedules. You will play a key role in maintaining operational efficiency, improving conversion rates, strengthening team performance and ensuring compliance with company policies and campaign requirements while maintaining high standards of service delivery.
What you will do
- Lead, supervise and motivate a team of customer service and sales agents.
- Monitor daily team performance, productivity and sales targets.
- Conduct regular coaching, training and performance review sessions.
- Monitor calls and provide constructive feedback to improve agent performance.
- Ensure agents follow approved scripts, sales procedures and quality standards.
- Track key performance indicators, including conversion rates, call quality, appointment bookings and overall productivity.
- Identify performance gaps and implement improvement strategies.
- Prepare and submit daily, weekly and monthly performance reports.
- Ensure compliance with financial services sales guidelines and data protection requirements.
- Supervise night-shift operations and ensure smooth handovers between shifts where applicable.
- Maintain team discipline, punctuality and consistent performance throughout assigned shifts.
What we are looking for
- Diploma or degree in Business Administration, Management, Sales or a related field is required.
- At least 2 years of experience in a call centre, BPO or customer service environment.
- Previous experience supervising or leading a sales or customer service team.
- Strong leadership, communication and interpersonal skills.
- Willingness and ability to work night shifts, including schedules aligned with international time zones.
- Ability to work under pressure and manage multiple priorities.
What you get
- Leadership and professional development opportunities.
- Opportunities for career advancement.
- The opportunity to lead, mentor and develop a growing team.
- Exposure to international business operations and financial services campaigns.
- Opportunities for career advancement.