Customer Service Team Lead

• Minimum 3 years of experience in Inbound/Outbound Calling.
• Strong understanding of inbound/outbound calling processes for US Customers
• Excellent communication and interpersonal skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Ability to lead by example, inspire, and motivate team members.
• Flexibility to work in night shifts as per US time Zones
• Exceptional listening and analytical skills
• Must be proactive in raising alarm in case any standards are not met
• Ability to multitask and successfully operate in a fast paced, team environment
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Ability to remain patient at all times with both new and existing staff
• Problem analysis and problem solving
• Planning and organizing
• Decision-making skills

Experience and Qualifications
Academic Qualifications & Certifications

• Graduate in any discipline
• Preferably Sales experience
• Preferable - At least 2 year relevant experience

Roles and Responsibilities

• Lead, mentor, and manage a team of customer service/sales representatives.
• Monitor daily call activities (inbound and outbound) to ensure productivity and quality.
• Set team targets (sales, customer satisfaction) and drive performance.
• Conduct call audits, provide feedback, and ensure adherence to scripts and quality standards.
• Handle escalated customer issues with professionalism and resolution oriented approach.
• Prepare and deliver regular performance reports to the management and client.
• Motivate and coach team members for continuous improvement and skill development.
• Schedule shifts, manage attendance, and maintain discipline with the team.
• Ensure compliance with US calling laws and time-zone etiquette
• Identify root cause of the problems, possible solutions and provide actionable insight for Performance Improvement.
• Conducting Calibration & Coaching sessions with the client
• Coaching agents on Procedures and Policies. (Conducting group huddles for Update Dissemination and One to One coaching and feedback session)