Team Leader

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.
• Maintain compliance with internal policies, processes, and industry regulations.

Position Requirement:

• High school Certificate or bachelor’s degree.
• 3–5 years of experience in a customer service/contact center environment, with at least 1 year in a team lead or supervisory role.
• Strong interpersonal and leadership skills with the ability to manage and motivate a diverse team.
• Excellent communication skills, both verbal and written.
• Proficiency with CRM and contact center tools (e.g., Salesforce, Zendesk, Avaya, Genesys).
• Ability to analyze performance data and translate insights into action.
• Exposure to multi-channel or omnichannel support environments.
• Experience handling escalations and working cross-functionally.
• Familiarity with basic coaching frameworks and performance improvement plans.
• Team CSAT and Quality Scores
• Attendance, Adherence, and SLA Compliance
• Agent Productivity and Engagement
• Reduction in Escalations and Error Rates

Work Environment & Schedule:

• Hybrid/Remote options available based on location.
• Rotational shifts including weekends or holidays, as needed.