Customer Service Team Lead

2 hours ago

Gurugram Haryana India, IN StarZen Full time

Purpose of Role: The role of Team Leader is to oversee a high-performing team of customer service representatives. This role is critical in ensuring consistent service delivery, meeting key performance targets, and fostering a culture of accountability, learning, and customer obsession. The ideal candidate will have strong leadership skills, a hands-on approach, and a proven track record in Contact Center operations.

Accountability & Responsibilities of Role:

• Lead, manage, and support a team of customer service agents to ensure daily service levels and quality standards are met.

• Monitor team performance using key metrics such as AHT, FCR, CSAT, SLA adherence, and schedule compliance.

• Provide coaching, feedback, and performance development through regular 1:1s, quality audits, and team huddles.

• Handle real-time escalations and ensure timely resolution of customer issues with a customer-first mindset.

• Track and report on team metrics, identifying areas for improvement and taking corrective actions.

• Drive team engagement, motivation, and collaboration through recognition, support, and a positive work environment.

• Collaborate with Quality, Training, and Workforce Management teams to ensure team readiness and alignment with business goals.

Position Requirements:

Educational Background:

  • Bachelor’s degree.

Work Experience:

  • 3-5 years of experience in a customer service/contact center environment, with at least 1 year in a team lead or supervisory role.
  • Strong interpersonal and leadership skills with the ability to manage and motivate a diverse team.
  • Excellent communication skills, both verbal and written.
  • Ability to analyze performance data and translate insights into action.
  • Exposure to multi-channel or omnichannel support environments.
  • Experience handling escalations and working cross-functionally.
  • Agent Productivity and Engagement.
  • Reduction in Escalations and Error Rates.


Technical / Industry Skills:

  • Familiarity with basic coaching frameworks and performance improvement plans.
  • Proficiency with CRM and contact center tools (e.g., Salesforce, Zendesk, Avaya, Genesys).
  • Team CSAT and Quality Scores.
  • Attendance, Adherence, and SLA Compliance.

Work Environment & Schedule:

• Rotational shifts including weekends or holidays, as needed

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