Premium Support Team Leader is responsible for leading, coaching, and developing a team of Premium Support Specialists to deliver exceptional customer experiences and achieve operational performance targets. This role ensures service excellence through effective people management, performance monitoring, workload coordination, stakeholder engagement, and continuous process improvement.

The Team Leader is accountable for driving productivity, quality, customer satisfaction, and SLA performance while maintaining a positive, engaged, and high performing team culture.

Key Responsibilities

People Leadership & Coaching

• Lead and manage a team of Premium Support Specialists.
• Conduct regular coaching, feedback, and performance development sessions.
• Monitor individual and team performance against established KPIs and SLAs.
• Identify performance gaps and implement action plans to improve results.
• Support employee engagement initiatives and foster a positive team environment.
• Manage attendance, schedule adherence, and leave planning.

Operations Management

• Monitor daily operational performance and workload distribution.
• Ensure effective management of customer enquiries, escalations, and service requests.
• Oversee backlog management and drive timely resolution of outstanding cases.
• Support workforce planning activities to ensure adequate staffing coverage.
• Assist in implementing recovery plans during periods of increased volume or operational challenges.

Client & Stakeholder Management

• Participate in client meetings, business reviews, and operational discussions.
• Provide accurate and timely reporting on operational performance.
• Collaborate with internal and external stakeholders to address service issues and improve customer outcomes.
• Escalate operational risks, trends, and process gaps as required.

Quality & Compliance

• Ensure compliance with Samsung, Acquire, and information security policies.
• Drive quality performance through coaching, calibration sessions, and process adherence.
• Conduct case reviews and identify opportunities for service improvement.
• Promote best practices and standard operating procedures across the team.

Continuous Improvement

• Identify operational inefficiencies and recommend process improvements.
• Support implementation of new initiatives, procedures, and system enhancements.
• Analyse performance data and trends to develop actionable recommendations.
• Drive a culture of continuous improvement and operational excellence.