Customer services team lead

Role overview

Role overview

Job Title: Customer Service Team lead

Team Size- 10–15 Customer service executives across inbound calls and chat

Employment type- Full-time, rotational shifts (including weekends)

About the role

The Team Lead runs day-to-day delivery of Lifetime Health's inbound call and chat support. You will coach a team of executives, keep service levels on target across both channels, and handle escalations so every customer gets a fast, accurate and empathetic resolution.

You are the first point of escalation for the team and the link between service team executives, cross departments, and the leadership team.

Key responsibilitiesTeam leadership

• Lead, motivate and supervise a team of inbound call and chat executives.
• Conduct Quality audits, weekly one-on-ones, side-by-side call listening and give clear, actionable feedback.
• Onboard new hires, identify training gaps, and run refresher sessions on products, processes and soft skills.
• Solve customer problems through Empathy first approach.
• Manage attendance, leave, shift rosters and break schedules to keep both channels adequately staffed.

Inbound call and chat operations

• Monitor queues on voice and chat channels; reallocate agents in real time to protect service levels during peaks.
• Take over escalated calls and chats, resolving complaints from customers, patients and their families.
• Ensure tickets are logged, dispositions are handled right in the CRM tools.

Quality and compliance

• Audit calls and chat transcripts each week against the quality scorecard.
• Ensure call standard scripts and chat protocols are followed, and update them as processes change.
• Proactive in identifying patterns, flag repeat issues and root causes to Leadership and product teams.

Reporting

• Prepare daily, weekly and monthly reports on chat volumes, service levels, and quality.
• Track individual agent performance and drive improvement plans where needed.
• Recommend process, staffing and tooling improvements.

Key Requirements:

• 4–6 years of customer service experience in an inbound call centre or chat support, with at least 1–2 years as a Team Lead or Senior Executive guiding others.
• Should possess a true 'roll up your sleeves' attitude. One shouldn’t be afraid to dive into the details, tackle unglamorous tasks, and do what it takes to help the team succeed.
• Graduate in any discipline.
• Hands-on experience with CRM, ticketing and live-chat tools.
• Working knowledge of call-centre metrics: SLA, AHT, FCR, call abandonment, etc.
• Fluency in English, Hindi and 1 south Indian language.

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

Work Location: In person