Customer Service Team Lead

Position: Customer Service Team Lead

Department: Operations | After-Sales Support

Reporting To: Operations Manager

Work Location: Onsite

Work Schedule: Shifting schedule supporting international markets

Role Overview:

The Operations Team Leader is entrusted with supervisory authority over assigned customer support agents. The role requires active oversight of daily performance, enforcement of company rules and procedures, and proper handling of escalated operational and customer-related concerns.

The employee is expected to exercise professionalism, sound judgment, and confidentiality, and to comply with lawful instructions and company standards at all times.

Duties and Responsibilities

Team Supervision and Performance Management

• Supervise and manage a team of customer support agents handling after-sales interactions via calls, email, and chat.
• Monitor daily productivity, quality, and attendance metrics and take timely corrective action when gaps are identified.
• Ensure assigned operational targets and standards are consistently met.
• Identify recurring performance issues and escalate them with proper documentation.

Coaching and Employee Development

• Conduct regular coaching sessions based on performance data, QA findings, and observed behavior.
• Provide clear, documented feedback and follow-through on agreed action plans.
• Support performance improvement while maintaining accountability for results.

Quality, Compliance, and Discipline

• Enforce compliance with company policies, procedures, and customer communication standards.
• Address violations, misconduct, negligence, or repeated non-compliance through proper documentation and escalation.
• Ensure all customer-facing communication is accurate, professional, and compliant.

Customer Grievances and Escalations

• Act as the first level of leadership escalation for customer grievances and complex complaints.
• Review escalated cases objectively and determine appropriate resolutions within approved policies.
• Coordinate with relevant teams to ensure timely and proper closure of customer concerns.
• Ensure all escalated cases are documented and tracked.

Attendance and Workforce Discipline

• Monitor attendance, tardiness, and schedule adherence of team members.
• Address attendance-related concerns promptly and consistently in line with company policy and due process.

Ad Hoc Duties and Operational Support

• Perform ad hoc tasks, special assignments, or temporary operational support as directed by management.
• Respond to urgent business needs or time-sensitive operational issues when required.
• Accept that duties may reasonably evolve based on operational requirements.

Reporting and Coordination

• Prepare and submit accurate and timely reports on team performance, coaching actions, attendance, and escalations.
• Cascade official updates and process changes to the team.
• Coordinate with QA, Training, HR, and Operations leadership as required.

Qualifications:

Experience Requirements

• Minimum of 1–2 years of Team Lead experience in a BPO, customer service, shared services, or operations environment.
• At least 2–3 years of experience in customer service, operations, or a related field.
• Proven track record of meeting or exceeding performance targets and KPIs.
• Experience in coaching, mentoring, and developing employees.

Preferred Qualifications

• Experience handling customer service or technical support teams in a BPO environment.
• Knowledge of quality assurance, training, and workforce management processes.
• Experience with CRM, ticketing systems, or contact center platforms.
• Exposure to client-facing operations and stakeholder management.