Team Lead - Customer Experience

Responsibilities Roles and Responsibilities – Team leader Team Lead is responsible for supervising, developing, and supporting a team of Customer Service Representatives, ensuring operational excellence and consistent delivery of high-quality customer experience in a fast-paced international BPO environment.

Key Responsibilities

• Team Leadership & Performance Management

• Lead and manage a team of Customer Service Representatives, ensuring all performance metrics (FRT, AHT, CSAT/NPS, Quality, Shrinkage, Schedule Adherence, Attrition) targets are consistently met.

• Conduct daily/weekly huddles, one-on-one coaching, and structured performance reviews to guide development and improve results.

• Take an active role in mentoring agents, supporting skill building and providing guidance for career advancement.

• Empower team members to work independently, take ownership of their tasks, and adopt a customer-first approach.

• Operational Oversight & Customer Support

• Monitor real-time queue across all channels (Phone/Webforms), making timely decisions on staffing and escalations to maintain service levels.

• Manage and resolve complex queries with accuracy, empathy, and thorough follow-up.

• Act as a dependable point of contact for customers and internal teams when managers are unavailable, ensuring uninterrupted operations.

• Coach and train agents to maintain professional, empathetic communication and deliver high-quality customer experiences.

• Quality Assurance & Operational Coaching

• Conduct regular monitoring of (Phone/Webforms) events, Complete daily audits, and participate in calibration sessions with the Quality team to ensure consistency and fairness in scoring.

• Provide timely floor-support and structured one-on-one coaching based on quality insights; track coaching adherence and drive targeted action plans to enhance AHT, NPS, Quality Scores, and First-Call Resolution.

• Compile and deliver weekly/monthly performance that showcase achievements, pinpoint recurring errors or knowledge gaps, and propose specific corrective actions such as targeted retraining, skill refreshers, or process updates to ensure sustained performance improvement.

• Reporting, Documentation & CRM Accuracy

• Prepare and present accurate daily, weekly, and monthly performance reports, including trend analysis, KPI achievements, root-cause insights, and actionable improvement plans to Operations Management and senior stakeholders.

• Ensure 100% accuracy in documentation of regular agent audits, call dispositions, and customer interaction records while enforcing strict adherence to client-specific standards.

• Continuously monitor real-time and historical operational metrics (AHT, ACW, Average handle time, call volume trends, occupancy, shrinkage, and schedule adherence) to proactively identify performance gaps and recommend immediate or long-term corrective measures.

• Manage BQs by identifying behavioural concerns, documenting patterns, and initiating PIPs where required, ensuring timely follow-ups and adherence to improvement timelines.

• Workforce & Administrative Coordination

• Manage attendance, leaves, shift schedules, and overtime requirements in collaboration with Workforce Management.

• Assist managers with administrative responsibilities such as performance monitoring, documentation, and escalation handling.

• Ensure compliance with company policies, client SOPs, data security regulations, and service level agreements.

• Stakeholder Engagement & Continuous Improvement

• Participate in client calls, governance reviews, and cross-functional discussions as required.

• Identify process gaps, propose enhancements, and collaborate with Training, WFM, and Quality teams for implementation.

• Support department goals by ensuring service delivery meets or exceeds stakeholder expectations.