Team Leader

Team Leader English E-Commerce Qualifications Minimum Diploma (D3) or Bachelor’s Degree (S1) in any discipline.

Minimum 2 years of experience as a Contact Center Team Leader or Supervisor. Experience in handling customer service operations within E-Commerce, Marketplace, Retail, or Digital Services industries will be an advantage. Fluent in English, both verbal and written, with the ability to manage customer communications and escalations in English.

Strong understanding of Contact Center operations, including Voice, Email, Live Chat, and Social Media channels. Demonstrated leadership, coaching, mentoring, and problem-solving skills. Proven ability to manage teams and achieve established KPIs and operational targets.

Solid understanding of Contact Center metrics, including Service Level (SL), Average Handling Time (AHT), Quality Assurance (QA), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Productivity. Excellent communication and interpersonal skills, both written and verbal. Proficient in Microsoft Office applications, particularly Excel and PowerPoint.

Willing to work on a rotating shift schedule (24/7 operations), including night shifts, weekends, and public holidays based on operational requirements. Job Description Lead and manage the day-to-day operations of the Customer Service/Contact Center team to ensure customer service is delivered in accordance with company standards.