Key Responsibilities
People Leadership & Culture
Lead, coach, and develop Team Leaders through weekly one-on-ones, performance reviews, and development plans.
Set clear goals and standards; recognise top performance; manage underperformance with structured performance improvement plans.
Oversee hiring, onboarding, certification, cross-skilling, and succession; ensure HR compliance such as leave and attendance.
Foster an inclusive, high-trust, and high-accountability culture centered on customer empathy and ownership.
Customer Experience & Quality
Own the quality framework including QA rubric, calibration cadence, evaluation targets, coaching standards, and action plans.
Set and manage channel standards for FCR, SLAs, backlog, recontact rate, complaint rate, and social response and resolution.
Ensure Team Leaders conduct regular monitoring across calls, chats, and emails, and provide feedback, coaching, and reporting.
Process Improvement & Voice of Customer (VoC)
Run a continuous improvement pipeline by identifying key drivers of contact, defect leakage, and customer effort, and prioritising solutions.
Translate insights into product and process improvements and track measurable impact such as contact reduction and CSAT improvement.
Standardise SOPs across teams to ensure clarity and consistency in execution.
Cross-Functional Leadership
Partner with Operations, Logistics, Merchant/Restaurant Operations, Courier/Driver Operations, Product, Risk/Fraud, Finance, Legal, and Communications to improve end-to-end journeys.
Represent Customer Service in business reviews, align on priorities, and advocate for customer-focused decisions.
Tools, Data & Reporting
Govern the operational use of CRM, ticketing systems, telephony platforms, QA tools, workforce management systems, knowledge bases, and reporting tools.
Define metrics and dashboards; ensure accurate and timely reporting by Team Leaders with clear action plans.
Promote data-driven decision-making and analytical capability within teams.
Compliance, Risk & Safety
Ensure adherence to company policies, data privacy regulations, and audit requirements.
Govern the safe handling of sensitive and payment data; escalate incidents according to protocol.
Establish service recovery and compensation guidelines and partner with Risk teams to prevent fraud and abuse.
Governance & Communication
Maintain a structured operating cadence including daily stand-ups, weekly operational reviews, monthly business reviews, QA calibrations, and training sessions.
Communicate priorities, updates, and performance outcomes clearly, maintaining documentation and change logs.
Output
High-performing and engaged Team Leaders with defined goals and development plans.
Consistent achievement of SLA targets, reduced complaints, and improved resolution rates.
Measurable improvements in CSAT and reduced contact rates through actionable process and product changes.
Enhanced end-to-end customer journeys through aligned cross-functional initiatives.
Accurate and timely reporting with clear insights and actions.
Established safeguards for sensitive data handling and incident management.
Well-maintained documentation, SOPs, and change logs.
Qualifications and Experience
Diploma or Advanced Certificate.
3 to 5 years' experience as a manager in a customer service environment.