Customer Service Team Leader

We are looking for an experienced and motivated Customer Service Team Leader to lead and support a team of customer service representatives.

The ideal candidate will be responsible for driving team performance, achieving KPIs, coaching agents, and ensuring exceptional customer service standards.

Key Responsibilities:- Lead, motivate, and manage a team of Customer Service Representatives.- Monitor daily team performance and ensure KPIs and SLAs are achieved.- Conduct regular coaching sessions and performance evaluations.- Provide real-time support to agents in handling customer inquiries and escalations.- Analyze performance reports and identify areas for improvement.- Deliver feedback and implement action plans to improve productivity and quality.- Collaborate with other departments to resolve operational issues.- Ensure adherence to company policies, procedures, and quality standards.

Job Requirements:Bachelor’s degree is preferred.Minimum 2 years of experience as a Team Leader in a Call Center or BPO environment.Strong leadership, coaching, and people management skills.Excellent communication and interpersonal skills.Experience managing KPIs such as AHT, CSAT, SLA, Quality, and Productivity.Strong analytical and problem-solving abilities.Proficiency in Microsoft Office, especially Excel.Ability to work under pressure and manage multiple priorities.English proficiency: B2 level or above.Flexibility to work rotational shifts if required.