Team Lead

Team Leader Customer Service | Gujarati Language

Location: Hyderabad / Gurgaon
Work Mode: Work from Office
Employment Type: Full-time

Job Summary

We are looking for an experienced Team Leader Customer Service with strong Gujarati language proficiency to lead and manage a customer service team. The candidate will be responsible for ensuring high-quality customer interactions, achieving operational KPIs, managing team performance, and driving customer satisfaction.

Key Responsibilities

• Lead, manage, and motivate a team of Customer Service Associates.
• Monitor and improve team performance against KPIs, SLAs and quality targets.
• Handle customer escalations and ensure timely resolution of complex issues.
• Monitor CSAT, customer experience and service quality metrics.
• Conduct regular performance reviews, coaching and feedback sessions.
• Identify training and development requirements for team members.
• Manage attendance, productivity, shrinkage and attrition-related issues.
• Prepare and review daily/weekly performance reports.
• Coordinate with internal teams to resolve operational and customer-related issues.
• Ensure adherence to company policies, processes and compliance requirements.
• Drive continuous improvement in customer service processes.
• Maintain a positive and productive team environment.

Required Skills

• Gujarati language proficiency Mandatory
• Team handling / Team Leadership experience
• Customer Service / Customer Support experience
• Strong communication and interpersonal skills
• Customer escalation management
• Knowledge of CSAT, SLA and operational KPIs
• Coaching and performance management skills
• Problem-solving and decision-making ability
• Comfortable working from office

Educational Qualification

Any Graduate

Preferred Experience

4+ years of relevant experience, preferably in a Customer Service/BPO/ITES environment, including team-handling experience.

Important Screening Criteria

1+ year as TL

• Candidate must be proficient in Gujarati.
• Candidate must be willing to work from office in Hyderabad or Gurgaon.
• Candidate must have complete employment documentation for all previous employments.
• Profiles with incomplete employment documentation should not be shared.
• Internships should not be included in the resume.