Team Lead - Contact Centre & Complaints

About the role

This role leads the strategic direction and day-to-day operations of the Contact Centre and Experience Centre, ensuring excellent service delivery, efficient complaints resolution and high-performing frontline teams.

Key responsibilities

• Develop and implement the Contact Centre and Experience Centre service operations strategy
• Improve First Contact Resolution (FCR), Average Handling Time (AHT), call quality and customer responsiveness
• Design call quality assurance and performance monitoring frameworks
• Analyse service trends and work with resolution partners to find root causes of complaints and drive improvements
• Lead service recovery frameworks and escalation control processes
• Prepare weekly and monthly service performance reports and oversee daily operations
• Ensure complaints are logged, acknowledged, investigated and resolved within the agreed SLA
• Supervise CRM use for case logging, escalation tracking and closure compliance, and frontline adherence to SOPs
• Manage direct reports through task planning, performance reviews, coaching and continuous improvement

Required profile

• Bachelor's degree (minimum); a degree in Project Management, Architecture, Engineering, Construction Management or a related field is listed, with postgraduate project management training an advantage
• 5-8 years in Customer Experience / Contact Centre Operations
• 2-3 years in a supervisory or leadership role
• Real estate or service-intensive industry experience is an advantage

Required skills

• Leadership and people management
• Strong verbal and written communication and emotional intelligence
• Service analytics and reporting
• CRM operational proficiency
• Problem-solving and decision-making under pressure