Team Lead

Opulent Developers

3 years

0 Lacs

bengaluru karnataka india

Posted:5 days ago| Platform:

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Skills Required

service communication drive escalation compliance coaching staffing reports support crm management data

Work Mode

On-site

Job Type

Full Time

Job Description

Hiring: Team Leader – US Customer Service (Night Shift)

Location:

Shift:

Experience:

Role Summary

We are hiring a Team Leader to manage US customer service operations, ensure SLA adherence, handle client communication, and drive team performance in a fast-paced environment.

Key Responsibilities

Lead and manage a team of customer service associates
Monitor SLAs including AHT, CSAT, Quality, Productivity, and Attendance
Handle client communication and escalation management
Ensure SOP, compliance, and quality adherence
Conduct team coaching, reviews, and performance tracking
Manage staffing, schedules, and real-time operations
Maintain reports, dashboards, and shift documentation

Requirements

3+ years in a US customer service/support process
Minimum 1 year as Team Leader or Supervisor
Excellent spoken and written English (US-friendly)
Strong knowledge of SLAs, KPIs, SOPs, and QA standards
Experience with CRM, ticketing, and call center tools
Willingness to work full-time night shifts

Preferred

Client-facing US process experience
Strong coaching and people management skills
Data-driven and ownership-focused mindset

Compensation

Competitive salary with performance-based incentives

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