Customer Service Team Lead

We are seeking a proactive and experienced Team Lead to manage our BLENDED PROCESS . The ideal candidate will oversee day-to-day operations, ensure high service levels, coach team members, and drive process improvements to enhance customer satisfaction.

Key Responsibilities :

• Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
• Manage Email and Chat Process 24 x7
• Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
• Handle escalated customer queries and resolve complex issues efficiently.
• Work with QA and Training teams to ensure adherence to policies, tone, and brand guidelines.
• Maintain shift schedules, ensure proper coverage, and manage attendance.
• Analyze team performance reports and generate actionable insights for optimization.
• Ensuring Daily Agent productivity targets met
• Contribute to knowledge base development and continuous process improvement.
• Communicate with warehouse / Handels to coordinate for pending / escalation issues
• Identifying Training and Quality needs
• Driving R&R and employee engagement
• Conducting interviews to select the best candidates to fit the job profile
• Should be open to Work rotational shifts including night shifts.

Requirements :

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Skills Required

zendesk, intercom