Customer Service Team Lead

Purpose of Role : The role of Team Leader is to oversee a high-performing team of customer service representatives. This role is critical in ensuring consistent service delivery, meeting key performance targets, and fostering a culture of accountability, learning, and customer obsession. The ideal candidate will have strong leadership skills, a hands-on approach, and a proven track record in Contact Center operations.

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 :

Work Experience :

Technical / Industry Skills :

Work Environment & Schedule :

Skills Required

Salesforce, Genesys, zendesk, Avaya