Customer Service Team Leader

Job description

Manage contact center agents and teams to ensure smooth operations as planned. Provide satisfactory responses to enhance customer delight. Handle tickets, chats, non‑live cases, and outbound voice contacts. Lead team building and people management. Identify concerns and under‑performance and apply corrective measures. Motivate and develop team members for career advancement. Offer hands‑on assistance, proactively share information and troubleshoot. Improve work processes for better customer interactions. Continuously monitor performance metrics to achieve objectives. Coordinate with work centers to resolve complaints and ensure closure. Oversee agent behavior and contact‑center operations for consistent performance. Identify training needs and ensure effective implementation. Log in as an agent to stay updated on customer needs. Ensure team quality by reviewing historical and live interactions. Interface with IT, HR, Training and Quality departments. Collate data and generate MIS reports. Handle escalations and ensure client satisfaction. Conduct monthly coaching and submit performance review forms on time. Report team performance, attendance and quality; flag low performers to manager and HRBP. Follow all policies, procedures and processes for controlled daily work. Contribute to continuous improvement of processes, cost‑effectiveness and productivity. Promote adherence to policies across the organization. Maintain daily operational continuity. Prepare timely and accurate reports meeting standards. Ensure internal and external customer satisfaction courteously and promptly. Participate in talent identification and recruitment for the department. Guide direct reports to operate per policies. Set performance objectives, support, evaluate and give feedback. Uphold a high‑performance environment and promote organizational values.

Requirements

• 2-3 years of relevant experience
• good communication skills
• proficiency in English
• knowledge of contact‑center policies and procedures
• experience in team leadership and performance management
• ability to prepare and deliver MIS reports
• familiarity with ticketing and chat systems
• understanding of training needs assessment and performance evaluation
• Bachelor’s degree in a relevant field
• Master’s degree preferred

Skills