Prohuman APT is currently searching for a Team Leader to join a dynamic Customer Operations Business Unit. We are looking for someone who can act as a customer advocate and brand ambassador for both the employer and its clients, ensuring fast and effective issue resolution and consistently delivering service that goes “above and beyond.” The organisation values quality, integrity, and commitment, and invests heavily in the professional and personal growth of its people.

About the Opportunity

Reporting to the Operations Manager, you will be responsible for leading, guiding, motivating, and managing the performance of your team. Strong analytical skills and the ability to drive performance and quality across the Business Unit are essential. You will ensure that team members are well trained, knowledgeable, and equipped — including in soft skills — to deliver excellent service to clients and customers. As a Team Leader, you will play a key role in the success of the business unit.

How you will spend your day

• Working closely with the Operations Manager to ensure calls are handled efficiently and in line with contractual requirements.
• Team coaching — stretching, coaching, developing, and supporting team members through regular formal and informal 1:1s, aligned with the company’s performance framework.
• Demonstrating teamwork values and leading by example.
• Applying a consistent and fair approach to company policies and procedures.
• Identifying opportunities for staff development, succession planning, and talent management.
• Quality monitoring — monitoring, analysing (including call calibration), and taking action to ensure quality standards are met.
• Maintaining up‑to‑date knowledge of products, processes, and account requirements.
• Responding to client queries and communicating complex information clearly and simply.
• Achieving daily, weekly, and monthly performance targets.
• Promoting and fostering a culture where learning and customer service excellence are top priorities.

Our ideal candidate

• Fluency in written and spoken English (preferably C1 or above).
• Flexible, adaptable, and positive toward change.
• Professional, diplomatic, and analytical approach to both personal tasks and team responsibilities.
• Strong commercial and business awareness.
• Ability to multitask in a fast‑paced environment and handle customer queries effectively.
• Proficiency in MS Office (Word, Excel, etc.).
• Excellent communication skills for both internal and external interactions.

What the company offers

• Once you join the team, you become part of a supportive and inspiring community. The organisation invests significantly in training and development, offering a wide range of professional and personal development programs. Its Learning Management System has been recognised for innovation in HR technology.
• The company strongly supports career progression and internal promotions, with many success stories over the years.

Employee benefits include:

• Competitive salary with regular performance reviews
• Up to 5% quarterly performance bonus
• Meal vouchers
• Hybrid work model (3 days in-office, 2 days remote)
• 20 days of annual leave plus public holidays
• One additional annual leave day per year of service (up to 5 extra days)
• Training programs and professional development opportunities
• Wellness programs and team‑building events
• Clear internal progression path

Show more
Show less