Job Summary

We are looking for an experienced and dynamic Team Lead – Customer Service to manage and mentor a team handling international customer interactions. The candidate will be responsible for driving team performance, ensuring high-quality customer support, maintaining service standards, and achieving operational KPIs in a fast-paced environment.

Key Responsibilities

• Lead, manage, and motivate a team of customer service executives handling international customers.
• Monitor daily team performance and ensure achievement of KPIs such as CSAT, quality scores, productivity, AHT, and adherence.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Handle escalations and provide timely resolution to customer concerns.
• Ensure compliance with company policies, processes, and client expectations.
• Prepare and maintain performance reports, MIS, and operational dashboards.
• Collaborate with Quality, Training, and Operations teams to improve overall performance.
• Identify training needs and support employee development initiatives.
• Maintain high levels of customer satisfaction and service excellence.
• Drive employee engagement and maintain a positive team environment.

Required Skills & Qualifications

• Minimum 4 years of experience in International Customer Service/BPO.
• Prior experience as a Team Leader, SME, or Assistant Team Lead preferred.
• Excellent verbal and written communication skills in English.
• Strong leadership, people management, and conflict-resolution skills.
• Good understanding of customer service metrics and reporting.
• Ability to work in rotational shifts/night shifts.
• Proficiency in MS Excel, MS Office, and CRM tools.
• Strong analytical and problem-solving abilities.

Preferred Qualifications

• Graduation in any discipline.
• Experience in Voice/Chat/Email international support processes.
• Knowledge of customer service best practices and quality frameworks.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Scores
• Productivity & SLA Adherence
• Attrition & Team Engagement
• Escalation Management
• Attendance & Shrinkage Control

What We Offer

• Competitive salary and incentives
• Career growth opportunities
• Learning and development programs
• Dynamic and collaborative work environment

Pay: ₹35,000.00 - ₹55,000.00 per month

Benefits

• Health insurance
• Life insurance
• Paid time off
• Provident Fund

Work Location: In person