Team Leader – Customer Service
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Job Summary
Team Leader Customer Service
Customer Service / Customer Support
Full-Time 3 pm to 11 pm
Head of Operations
We are looking for an experienced and responsible Customer Service Team Leader to manage and guide the customer support team. The TL will be responsible for ensuring excellent customer service monitoring team performance handling escalations and achieving daily weekly and monthly service targets.
Lead manage and motivate the Customer Service team.
Monitor daily team activities productivity and performance.
Ensure all customer queries are handled professionally and within the defined TAT.
Handle customer escalations and provide appropriate solutions.
Monitor calls chats emails and other customer interactions for quality.
Conduct regular team meetings and provide performance feedback.
Train and coach team members to improve communication and customer-handling skills.
Ensure proper follow-up on unresolved customer issues.
Track complaints escalations and resolution status.
Maintain high customer satisfaction and service quality standards.
Prepare daily weekly and monthly performance reports.
Monitor attendance punctuality productivity and team discipline.
Coordinate with other departments to resolve customer-related issues.
Identify recurring customer problems and suggest process improvements.
Ensure the team follows company policies SOPs and customer service processes.
Support the recruitment and onboarding of new customer service executives when required.
Customer Satisfaction (CSAT)
First Call Resolution (FCR)
Average Response Time
Average Handling Time (AHT)
Ticket/Query Resolution TAT
Customer Complaint Resolution Rate
Team Productivity
Call/Chat Quality Score
Escalation Rate
Attendance and Team Discipline
Customer Retention and Service Quality
Excellent verbal and written communication skills.
Strong leadership and team-management skills.
Good problem-solving and decision-making abilities.
Strong customer-handling and escalation-management skills.
Ability to motivate and coach team members.
Good knowledge of customer service processes and SOPs.
Ability to work under pressure and meet deadlines.
Good knowledge of MS Excel/Google Sheets and CRM or ticketing systems.
Strong analytical and reporting skills.
Required Skills:
Minimum 12 years of experience in a Team Leader preferred. Key Performance Indicators (KPIs) Customer Satisfaction (CSAT) First Call Resolution (FCR) Average Response Time Average Handling Time (AHT) Ticket/Query Resolution TAT Customer Complaint Resolution Rate Team Productivity Call/Chat Quality Score Escalation Rate Attendance and Team Discipline Customer Retention and Service Quality Required Skills Excellent verbal and written communication skills. Strong leadership and team-management skills. Good problem-solving and decision-making abilities. Strong customer-handling and escalation-management skills. Ability to motivate and coach team members. Good knowledge of customer service processes and SOPs. Ability to work under pressure and meet deadlines. Good knowledge of MS Excel/Google Sheets and CRM or ticketing systems. Strong analytical and reporting skills.
