Team Lead-Customer Service
Listed on 2026-01-25
-
Customer Service/HelpDesk
Technical Support, HelpDesk/Support, Customer Service Rep, Customer Success Mgr./ CSM
Overview
Role Summary The Customer Service Team Lead (TL) is responsible for frontline execution, people management, and real-time service delivery across voice and digital support channels. The TL ensures agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency. This is a hands-on floor leadership role, focused on daily performance management, coaching, and issue resolution, while feeding insights and operational signals to the CSM.
Responsibilities1. Day-to-Day Service Delivery (Execution-Focused) Manage real-time queues across voice, tickets, email, and in-app support; monitor SLA adherence, backlog, ageing, and abandonment at a team level; take immediate corrective actions such as queue rebalancing, reprioritization of tickets, agent allocation by channel; ensure service stability during peak volumes or incidents; escalate risks or service degradation early to the CSM.
2. Agent Performance & Productivity Management Track individual agent KPIs including AHT, FCR, CSAT, productivity/utilization, adherence; conduct daily check-ins and weekly performance reviews; address underperformance through coaching, side-by-sides/call listening, action plans; recognize and reinforce strong performance and behaviors.
3. Quality, Compliance & Customer Handling Ensure agents follow approved scripts and tone guidelines, escalation protocols, compliance and risk requirements (KYC, payments, refunds, etc.); act as the first escalation point for complex cases and high-risk or sensitive customer issues; review samples of calls/tickets for quality and compliance adherence; partner with QA teams (if applicable) to close feedback loops with agents.
4. CRM & Process Discipline (Ground-Level Ownership) Ensure accurate and consistent ticket logging and categorization, status updates, escalation tagging, and resolution notes; coach agents on correct CRM usage; flag recurring issues such as misrouted tickets, incorrect categories, and process confusion; provide process gap feedback to the CSM with real examples.
5. Issue Identification & Feedback Loop Identify repeat issues and customer pain points observed on the floor; provide structured inputs to the CSM for root cause analysis (RCA) and Voice of Customer (VoC) insights; share examples, call snippets, or ticket trends to support data-led analysis; support pilots or process changes driven by the CSM.
6. Team Engagement & Culture Create a supportive, accountable team environment; run daily huddles, shift handovers, service updates; reinforce customer-first mindset and ownership; support onboarding and buddying of new hires.
Essential
- Experience as a Team Lead / Senior Agent in a high-volume call centre or digital support environment
- Strong understanding of queue-based operations
- Hands-on experience with CRM/ticketing systems
- Ability to coach agents and manage performance conversations
- Comfortable working in fast-paced, regulated environments
Desirable
- Experience in fintech, banking, payments, or financial services
- Exposure to compliance-driven customer interactions
- Experience supporting voice + digital blended teams
- Team-level SLA, AHT, CSAT, FCR consistently met
- Reduced escalations due to better first-contact handling
- High CRM accuracy and process adherence
- Improved agent productivity and engagement
- Positive feedback from CSM on operational discipline and issue flagging
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).