Customer Service Team Lead

Lead and manage the day-to-day performance of a Customer Service team. Ensure the team consistently meets or exceeds agreed KPIs, SLAs, Quality, Productivity, CSAT, Attendance, and Adherence targets. Monitor individual and team performance and identify performance gaps. Conduct regular team huddles, coaching sessions, and performance discussions.

Provide ongoing coaching, feedback, and support to improve employee performance. Develop and follow action plans for underperforming team members. Handle customer and operational escalations and ensure timely resolution. Ensure team members follow all company and client policies, procedures, and quality standards. Monitor attendance, schedule adherence, and daily staffing coverage.

Work closely with Quality, Workforce Management, Training, and Operations teams to maintain strong service delivery. Review daily and weekly performance reports and communicate results, challenges, and action plans to management. Support new-hire nesting and transition activities when required. Promote employee engagement, motivation, accountability, and retention.

Ensure consistent adherence to customer service processes and client requirements. Identify operational issues and escalate recurring or critical concerns to management. Maintain a strong customer-focused culture within the team.

Requirements

Minimum 1 year of proven experience working as a Team Leader in a BPO / Call Center environment. Previous experience supporting US / North American offshore accounts is required. Previous experience in a Customer Service operation is required. Strong understanding of BPO operations, Customer Service KPIs, SLAs, and quality standards.

Proven experience coaching and managing team performance. Language Requirements English level: B2 minimum. Strong verbal and written English communication skills. Ability to communicate professionally with US-based customers, clients, and internal stakeholders. Skills & Competencies: Strong leadership and people-management skills.

Excellent verbal and written communication. Strong customer service orientation. Ability to coach, motivate, and develop employees. Strong problem-solving and decision-making skills. Ability to handle customer and operational escalations professionally. Ability to analyze team performance reports and identify improvement opportunities.

Strong organizational and time-management skills. High level of accountability and ownership. Ability to work effectively under pressure in a fast-paced BPO environment. Good knowledge of Microsoft Office, particularly Excel, Word, and Outlook.

Preferred Qualifications

Experience working on a high-volume US Customer Service account. Experience with CRM, ticketing, call-center, or workforce management platforms. Experience working closely with Quality Assurance and Workforce Management teams. Experience managing coaching plans and performance improvement initiatives. Bachelor's degree is preferred but not mandatory where relevant experience is demonstrated.

Working Conditions Willingness to work according to US account operating hours, including evening/night shifts when required. Willingness to work weekends and rotational schedules based on business requirements. Ability to work in a fast-paced, performance-driven BPO environment.