Assistant Team Leader - Customer Service
Customer Service / Public Relations / Call Center
About the Employer
Job Description
Assistant Team Leader – Customer Service
NCG Tech Holdings (Private) Limited, a member of Lyceum Global Holdings (Pvt) Ltd, provides a range of technology and digital services, including software and IT consulting, web design and development. We also offer event and media solutions, including event management, creative design, content writing, photography, and video production.
Key Responsibilities:
- Ensure daily work volumes are properly managed and completed within deadlines.
- Monitor team productivity, quality, and overall performance.
- Maintain service levels and KPIs as per operational standards.
- Handle customer service-related escalations and support the team in resolving complex queries.
- Use Microsoft Excel to analyze operational data, track performance, and generate reports for management.
- Prepare daily, weekly, and monthly performance and productivity reports.
- Assist management in preparing operational requirement documents, reports, and performance summaries.
- Provide coaching, guidance, and performance feedback to team members.
- Handle internal and external communications and queries.
- Act as a liaison between management and the operations team.
- Implement best practices to improve workflows, service quality, and productivity.
Key Requirements:
- Minimum 2 years of experience in an ATL/TL position in Customer Service or Client Coordination.
- Experience in BPO / Call Center operations.
- Bachelor's degree in Business Management/Administration or equivalent qualification.
- Excellent written and verbal English communication skills.
- Strong working knowledge of Microsoft Excel (reporting, data tracking, and analysis).
- Ability to manage team performance, conduct reviews, and support staff development.
- Strong time management and ability to meet deadlines.
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