Team Leader – US Customer Service & Sales Process

Job Description

We are seeking a proactive and results-driven Team Leader to manage our US Customer Service and Sales team . The ideal candidate will be responsible for monitoring team performance, ensuring Standard Operating Procedure (SOP) adherence, and driving operational excellence on a day-to-day basis. Key Responsibilities: Monitor, evaluate, and drive performance metrics for the customer service and sales team. Ensure adherence to defined SOPs, quality standards, and company policies. Handle daily team operations, including work allocation, shift scheduling, and attendance tracking. Conduct regular team huddles, coaching sessions, and performance reviews. Analyze call/email/chat reports and identify trends, training needs, and areas for improvement. Collaborate with the Quality and Training teams to implement performance improvement plans. Resolve escalated customer issues and provide support to team members when required. Prepare daily/weekly/monthly performance reports for internal stakeholders. Motivate the team to meet/exceed service level agreements (SLAs), sales targets, and customer satisfaction KPIs. Maintain a positive, energetic, and productive team environment. Required Skills & Qualifications: Minimum 5-8 years of experience in a US customer service and/or sales process. At least 4 year of experience in a Team Leader or supervisory role. Strong understanding of customer service, sales techniques, and performance management. Excellent communication, leadership, and interpersonal skills. Ability to work independently under pressure in a fast-paced, target-driven environment. Working knowledge of CRM systems and performance monitoring tools. Graduate in any discipline; additional certifications in leadership or customer service is a plus. Job Types: Full-time, Permanent Pay: ₹35,000.00 - ₹55,000.00 per month Benefits: Food provided Health insurance Provident Fund Schedule: Evening shift Night shift Rotational shift US shift Weekend availability Work Location: In person