Customer Service Team Lead

Customer Service Team Lead

Role Overview

Customer Service Team Lead

Key Responsibilities

Team Leadership & Coaching

• Lead, mentor, and motivate a team of customer service agents to deliver exceptional service.
• Conduct regular performance reviews, provide feedback, and facilitate coaching/training.
• Enable team knowledge via audits of communications plus refresher sessions.

Quality & Process Excellence

• Define, implement, and monitor service policies and SOPs to ensure adherence to SLAs and service standards.
• Oversee quality assurance processes reviewing emails, chat, and call interactions, providing corrective guidance to maintain standards.

Operations & Escalation Management

• Manage agent shifts, scheduling, staffing, and workload distribution for optimal coverage.
• Oversee ticketing systems, ensure timely closure of support queries, and implement escalation protocols as needed.

Stakeholder Collaboration

• Serve as the voice of the customer—flag trends, challenges, and service improvement opportunities internally.

Metrics & Continuous Improvement

• Monitor KPIs including CSAT, FCR (First Contact Resolution), NPS, AHT (Average Handling Time), and ticket backlog.
• Use data insights to drive coaching, highlight system gaps, and boost team performance and customer satisfaction.

Ideal Profile / Requirements

• Experience

  : 7+ years in customer service roles with at least 5 to 6 years in a team-leading or supervisory capacity.

• Skills

  :
• Strong leadership and people development abilities.
• Excellent written and verbal communication.
• Customer-centric mindset and attention to detail.
• Familiarity with quality assurance, customer service tools, and ticketing systems.

• Qualifications

  : Bachelor's degree or equivalent experience.

Interested candidates can call on- 8527001809 HR Mamta