CSR Team Leader

Key Responsibilities:

1. Manage scheduling, attendance, and task allocation for a team of 8–15 CSRs

2. Monitor daily queues, case volumes, and response turnaround times

3. Coach CSRs on proper issue handling and support case escalations

4. Lead onboarding, coaching, and ongoing training for new and existing staff

5. Review QA results and drive continuous improvement in response quality

6. Prepare and report daily operational metrics, including:

* Response Time (AHT / ART)

* Case volume

* SLA achievement rate

* Team performance and customer complaint status

7. Support the Supervisor in process optimization and policy implementation

8. Address internal team issues, foster morale, and strengthen team cohesion

Qualifications:

1. 2–3+ years of customer service experience, including at least 1 year in a Team Leader role

2. Familiar with BPO and Gaming industry operations and workflows

3. Strong KPI management capability (QA, efficiency, cost control)

4. Fluent in English with strong communication and leadership skills

5. Able to remain calm and make sound decisions under pressure