Team Lead- Customer Service (Rotational Shift- Evening & Night Shift)

Role Summary

The Team Lead – Customer Care oversees day-to-day operations, supports and guides Customer Care Associates, and ensures high-quality service delivery to clients and internal stakeholders. This role serves as the primary point of contact for Account Managers, manages team performance, and ensures operational compliance with SLAs and business rules.

Key Responsibilities

Leadership & Team Management

• Act as the

  primary Point of Contact for Account Managers

  for all customer care–related matters.
• Provide direct support and guidance to Customer Care Associates, addressing queries, escalations, and operational challenges.
• Supervise daily operations and ensure team members complete assigned tasks accurately and on time.
• Manage

  rosters outside normal business hours

  , including shift cancellations, absenteeism, schedule adjustments, and replacements.
• Assign employees to schedules based on preferences, availability, and business rules while ensuring intraday coverage.
• Support team development through on-the-job coaching and feedback.

Operational Management

• Oversee

  inbound and outbound call queries and requests

  from clients and associates, ensuring adherence to SLAs.
• Respond promptly to

  injury management calls

  , ensuring accurate documentation and escalation to the correct internal teams.
• Ensure all

  customer interactions, case notes, and updates

  are accurately recorded in the recruitment management system.
• Maintain real-time visibility of team performance and workloads, ensuring even distribution of tasks.

Performance & Quality Oversight

• Review and action daily performance reports

  to ensure compliance with KPIs and SLAs.
• Review, investigate, and take action on any

  errors, exceptions, or quality issues

  raised, ensuring timely resolution.
• Monitor service levels and take proactive steps to avoid SLA breaches.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Customer Service & Stakeholder Management

• Ensure delivery of excellent customer service to both clients and candidates.
• Address escalations professionally and promptly.
• Build strong working relationships with internal teams, account managers, and other stakeholders.

Administrative Responsibilities

• Maintain accurate documentation, logs, and records as per process requirements.
• Perform

  ad hoc administrative or operational tasks

  to support business needs.
• Work on a

  rotating shift schedule

  to ensure balanced coverage and operational flexibility.