Mission Statement for the Role:
To provide leadership, support and guidance to Customer Service agents on shift in order to ensure swift and clear communication with customers in resolving their incoming requests.
Overall Responsibility:
Provide frontline leadership as the team leader, lead the agents on shift to ensure all inbound communication channels are being monitored and responded to within SLA. Ensure that tickets that are active at the end of the shift are properly reassigned to the next shift, ensuring continuity and ownership.
Financial:
Limited customer account approvals.
People:
Managing between 12-20 agents depending on shift and timings and growth in 2025.
Key SMART Results for A-Player Success
- Build a high-performing team through coaching and mentoring Customer Service agents to deliver the best customer experience -By the end of Q4 2025
- Ensure Poa! Customer Service is accessible across all channels: Phone, social media, WhatsApp, email, and chat - By the end of Q4 2025
- Monitor customer service operations to ensure empathy, quick response times, and ability to resolve customer complaints effectively - By the end of Q4 2025
- Foster collaboration with other teams and stakeholders to resolve the customer enquiries as rapidly as possible - By the end of Q4 2025
- Ensure troubleshooting processes are consistently adhered to by team members, providing guidance and support to improve their troubleshooting skills and identifying opportunities to enhance and refine existing procedures for better outcomes - By the end of Q4 2025
- Continuously provide insights that help to improve the Customer Service department operations and move the business to a different level -By the end of Q4 2025
- Uphold and promote a culture of excellence, accountability, and customer-centricity within the team - By the end of Q4 2025
Level of Management Experience Required (Mandatory & Nice to Have)
- Mandatory: Experience in leading a team of 5-12 in a similarly high-pressure CS inbound environment.
- Nice to have: Experience in leading status report meetings, and performance report submission.
Department stage of development where this role sits
Key Competencies (H, M, L)
- Clear, empathetic written and verbal communication skills. H
- Ability to solve problems on multiple planes. H
- Attention to details—troubleshooting and resolution is an observer's game—being able to identify and spot problems is a key to success in the role. H
- Time management: The ability to resolve specific tasks within the allotted times. H
- The ability to ask for help—knowing when and how to ask for help internally and with other departments to resolve a customer enquiry. H
- Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges. H
- Coaching mindset—working with others on the team to help them solve customer enquiries in a timely manner. H
- Digital and computer literacy. H
- Social media competency. H
- Strong phone contact handling and active listening skills. H
Mandatory Criteria if any, with no exceptions to hire
- Must have worked in a contact centre environment leading a team.
- Proficiency with Reporting, Gmail, & Google Suites (Docs, sheets, slides).
- Experience with CRM tools (e.g., Zendesk, Avaya, Ameyo).
- Familiarity with KPIs like FCR, AHT, and customer satisfaction scores.
- Ability to resolve conflict resolution and de-escalation.
- Ability to work well with minimum supervision.
Gmail
Yahoomail