Customer Service Team Lead

Purpose of Role:

Accountability & Responsibilities of Role:

Lead, manage, and support a team of customer service agents to ensure daily service levels and quality standards are met.

Monitor team performance using key metrics such as AHT, FCR, CSAT, SLA adherence, and schedule compliance.

Provide coaching, feedback, and performance development through regular 1:1s, quality audits, and team huddles.

Handle real-time escalations and ensure timely resolution of customer issues with a customer-first mindset.

Track and report on team metrics, identifying areas for improvement and taking corrective actions.

Drive team engagement, motivation, and collaboration through recognition, support, and a positive work environment.

Collaborate with Quality, Training, and Workforce Management teams to ensure team readiness and alignment with business goals.

Position Requirements:

Educational Background:

• Bachelor's degree.

Work Experience:

• 3-5 years of experience in a customer service/contact center environment, with at least 1 year in a team lead or supervisory role.
• Strong interpersonal and leadership skills with the ability to manage and motivate a diverse team.
• Excellent communication skills, both verbal and written.
• Ability to analyze performance data and translate insights into action.
• Exposure to multi-channel or omnichannel support environments.
• Experience handling escalations and working cross-functionally.
• Agent Productivity and Engagement.
• Reduction in Escalations and Error Rates.

Technical / Industry Skills:

• Familiarity with basic coaching frameworks and performance improvement plans.
• Proficiency with CRM and contact center tools (e.g., Salesforce, Zendesk, Avaya, Genesys).
• Team CSAT and Quality Scores.
• Attendance, Adherence, and SLA Compliance.

Work Environment & Schedule:

Rotational shifts including weekends or holidays, as needed