Non-Voice Team Leader (Multi-Campaign Management)

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: TYPE OF WORK

Full Time

: SALARY

6

: HOURS PER WEEK

40

: DATE UPDATED

Aug 7, 2026

JOB OVERVIEW

About the Role

We are seeking a driven, analytical, and highly organized Non-Voice Team Leader to lead, coach, and empower a high-performing team of 30 Fixed-Term Contract (FTC) customer support specialists.

In this role, you will oversee digital customer service operations across diverse non-voice campaigns—including Email, Live Chat, Back-Office Processing, and Messaging channels. The ideal candidate thrives in a fast-paced environment, excels at managing multi-campaign priorities, and has a proven track record of hitting key performance indicators (KPIs) through effective team coaching and process management.

Key Responsibilities

Team Leadership & Performance Management

Lead, mentor, and motivate a team of 30 FTC agents across various non-voice customer support campaigns.

Monitor daily operational performance against targets (SLA, CSAT/DSAT, First Contact Resolution, Average Handle Time, and Quality Scores).

Conduct regular 1-on-1 coaching sessions, quality audits, and performance reviews to drive continuous team improvement.

Track and manage team attendance, shrinkage, schedule adherence, and operational compliance.

Multi-Campaign Operations & Delivery

Seamlessly manage task distribution and headcount allocation across multiple non-voice campaigns to meet fluctuating business volumes.

Serve as the primary point of contact for daily campaign updates, workflow escalations, and operational adjustments.

Maintain consistency in service delivery, tone of voice, and brand standards across all non-voice channels.

Process & People Analytics

Analyze daily, weekly, and monthly operational reports to identify operational bottlenecks and performance gaps.

Collaborate with Workforce Management (WFM) and Quality Assurance (QA) to optimize resource utilization and operational efficiency.

Drive retention and engagement within the FTC workforce, providing feedback and transition support throughout their contract terms.

Qualifications & Requirements

Experience

Minimum 3-5 years of supervisory or Team Leader experience in a BPO, Shared Services, or Contact Center environment.

Non-Voice Expertise: Proven background leading digital channels (Live Chat, Email Ticketing, Social Media, or Back-Office).

Span of Control: Proven experience managing teams of 25–30+ direct reports effectively.

Multi-campaign or cross-functional team management experience is highly desirable.

Technical Skills

Proficiency in CRM and ticketing tools (e.g., Intercom, Other Platforms ). Preferrably has experience using Intercom

Strong working knowledge of workforce management tools and MS Office/Google Workspace (especially Advanced Excel/Google Sheets for reporting).

Core Competencies

Data-Driven: Ability to interpret metrics, analyze trends, and turn operational data into actionable coaching plans.

Agility: Ability to prioritize and juggle multiple campaign requirements in a fluid operational environment.

Communication: Exceptional written communication and coaching skills.

People Management: Demonstrated success in team engagement, conflict resolution, and performance management.

SKILL REQUIREMENT

Call Center Operations Management Operation Management

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Non-Voice Team Leader (Multi-Campaign Management)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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