Job Description
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
- 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 volum...
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