We are seeking a dedicated and people-oriented Team Lead to oversee a team of Customer Service Agents handling HR-related enquiries. This role is responsible for ensuring service excellence, managing daily operations, coaching team members, and driving continuous improvement in employee support experience across HR services.

Key Responsibilities

• Lead and manage a team of Customer Service Agents handling HR-related enquiries via phone, email, and chat
• Monitor daily team performance to ensure service levels, quality standards, and KPIs are achieved
• Provide coaching, guidance, and regular feedback to support team development and performance improvement
• Handle escalations and complex employee enquiries in a professional and timely manner
• Collaborate with HR, Operations, and other stakeholders to ensure accurate and consistent information delivery
• Conduct regular quality reviews and identify areas for process an...