Senior Team Lead Position

Team Manager Role Overview The key role of the Team Manager – After Sales is to drive customer satisfaction, team productivity and performance within the Customer Engagement Centre.Lead, coach and motivate a team of agents to achieve individual and team objectives.Monitor team productivity and initiate performance improvement plans where necessary.Ensure quality assurance standards are consistently met and customer satisfaction targets are achieved.Key Responsibilities: Performance Management & Team Leadership Review daily, weekly and monthly performance reports and provide actionable feedback to team members.Foster collaboration between teams to ensure seamless handling of new projects and operational support.Customer Experience & Service Delivery Ensure every customer interaction is seamless, accurate and adds value to the customer experience.Drive customer engagement through continuous improvement of service processes and delivery standards.Training, Coaching & Development Conduct regular team meetings to share key updates and improvement areas.Develop and communicate written action plans for employee development and monitor progress.Requirements: Minimum Diploma or Bachelor's degree in Business or a related field.Minimum 3 years of experience in customer service, contact centre or after-sales operations, with at least 1 year in a supervisory or leadership role.