Job Summary
We are looking for an experienced and dynamic Team Lead – Customer Service to manage and mentor a team handling international customer interactions. The candidate will be responsible for driving team performance, ensuring high-quality customer support, maintaining service standards, and achieving operational KPIs in a fast-paced environment.
Key Responsibilities
- Lead, manage, and motivate a team of customer service executives handling international customers.
- Monitor daily team performance and ensure achievement of KPIs such as CSAT, quality scores, productivity, AHT, and adherence.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Handle escalations and provide timely resolution to customer concerns.
- Ensure compliance with company policies, processes, and client expectations.
- Prepare and maintain performance reports, MIS, and operational dashboards.
- Collaborate with Quality, Training, and Operations teams to improve overall performance.
- Identify training needs and support employee development initiatives.
- Maintain high levels of customer satisfaction and service excellence.
- Drive employee engagement and maintain a positive team environment.
Required Skills & Qualifications
- Minimum 4 years of experience in International Customer Service/BPO.
- Prior experience as a Team Leader, SME, or Assistant Team Lead preferred.
- Excellent verbal and written communication skills in English.
- Strong leadership, people management, and conflict-resolution skills.
- Good understanding of customer service metrics and reporting.
- Ability to work in rotational shifts/night shifts.
- Proficiency in MS Excel, MS Office, and CRM tools.
- Strong analytical and problem-solving abilities.
Preferred Qualifications
- Graduation in any discipline.
- Experience in Voice/Chat/Email international support processes.
- Knowledge of customer service best practices and quality frameworks.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Quality Scores
- Productivity & SLA Adherence
- Attrition & Team Engagement
- Escalation Management
- Attendance & Shrinkage Control
What We Offer
- Competitive salary and incentives
- Career growth opportunities
- Learning and development programs
- Dynamic and collaborative work environment
Pay: ₹35,000.00 - ₹55,000.00 per month
Benefits:
- Health insurance
- Life insurance
- Paid time off
- Provident Fund
Work Location: In person
