Team Leader - Customer Service (International voice)-Night Shift

Role & responsibilities The job roles and responsibilities are, Lead with empathy, ensuring each team member feels supported, included, and heard. Build strong, transparent relationships through regular 1-1s, honest feedback, and open dialogue. Identify development needs and provide coaching tailored to individual learning styles. Manage wellbeing proactively, creating a positive and engaging team environment. Handle performance issues with compassion and structure, supporting improvement rather than blame. Oversee daily operations, including shift readiness, team productivity, and real-time service delivery. Manage escalations professionally, supporting both clients and team members through resolution. Ensure agents understand and are aligned with SOPs, workflows, and client expectations. Work cross-functionally to remove blockers, streamline processes, and improve service outcomes. Monitor key performance indicators including CSAT, FCR, QA scores, and adherence metrics. Use coaching to reinforce excellent behaviors and address development areas constructively. Deliver regular feedback in a timely, respectful, and meaningful way. Participate in calibration sessions to ensure fairness and alignment on quality standards. Foster an environment of continuous learning, curiosity, and shared success. Recognize and celebrate both team and individual achievements. Actively involve the team in process reviews, encouraging suggestions for improvement. Support engagement initiatives including monthly incentives, team challenges, and service weeks. Preferred candidate profile: The below are the skills needed; Have excellent communication skills both written and spoken English Proven Team leadership experience in a contact centre or customer service team Strong coaching, mentoring, and interpersonal skills, with a focus on developing others.. Ability to analyse performance data and translate it into clear coaching actions. Experienced in managing hybrid channels (e.g. voice, WhatsApp, email). Comfortable with CRM systems, service dashboards, and reporting tools. Resilient, adaptable, and solutions-focused under pressure. Desirable- Knowledge of LEAN, Six Sigma Familiarity with Zoho Exposure to multi-location or hybrid service teams. Should be flexible with Rotational Shifts & rotational week offs.