Team Lead-Customer Service

Job Description 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. Responsibilities 1. 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 - 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 - Resolution notes - Coach agents on correct CRM usage - Flag recurring issues such as: - Misrouted tickets - Incorrect categories - 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) - 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 - Requirements 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 Success Measures (TL-Level) - 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