Job Description

Team Lead – Customer Service

We are hiring a Customer Service Team Lead with experience in BPO or e-commerce customer support. The ideal candidate should have team-handling experience and a strong focus on quality service delivery, people management, and performance coaching.

Key Responsibilities:

Team Management

Lead and motivate a team of 15+ customer service representatives
Conduct regular coaching and feedback sessions
Train team to manage irate/frustrated customers effectively
Track and improve team performance metrics
Customer Service Operations

Ensure timely and effective issue resolution
Monitor CSAT, FCR, and other service quality KPIs
Implement process improvements for better customer experience
Reporting & Analysis

Prepare reports on team performance
Analyze trends to drive service improvements
Collaboration

Work with internal teams to resolve escalations
Coordinate with training team for new agent onboarding
Requirements:

2+ years of experience as a Team Lead or Supervisor in BPO/customer service
Handled a team of 15+ agents
Strong communication, coaching, and leadership skills
Ability to analyze service metrics and drive process improvements
Experience working in a fast-paced environment
Job Types: Full-time, Permanent

Pay: ₹40,000.00 – ₹50,000.00 per month