Customer Service Team Lead

4 weeks ago

Delhi, India ATIYA HEALTHCARE PVT LTD Full time

Customer Service Team Lead

Role Overview

As the
Customer Service Team Lead
, candidate will drive excellence in customer support for Atiya Healthcare. Your focus will be on ensuring timely, empathetic, and high-quality support across all channels, maintaining SLAs, elevating service standards, and cultivating a strong, motivated team.

Key Responsibilities

Team Leadership & Coaching

  • Lead, mentor, and motivate a team of customer service agents to deliver exceptional service.
  • Conduct regular performance reviews, provide feedback, and facilitate coaching/training.
  • Enable team knowledge via audits of communications plus refresher sessions.

Quality & Process Excellence

  • Define, implement, and monitor service policies and SOPs to ensure adherence to SLAs and service standards.
  • Oversee quality assurance processes reviewing emails, chat, and call interactions, providing corrective guidance to maintain standards.

Operations & Escalation Management

  • Manage agent shifts, scheduling, staffing, and workload distribution for optimal coverage.
  • Oversee ticketing systems, ensure timely closure of support queries, and implement escalation protocols as needed.

Stakeholder Collaboration

  • Serve as the voice of the customer—flag trends, challenges, and service improvement opportunities internally.

Metrics & Continuous Improvement

  • Monitor KPIs including CSAT, FCR (First Contact Resolution), NPS, AHT (Average Handling Time), and ticket backlog.
  • Use data insights to drive coaching, highlight system gaps, and boost team performance and customer satisfaction.

Ideal Profile / Requirements

  • Experience
    : 7+ years in customer service roles with at least 5 to 6 years in a team-leading or supervisory capacity.
  • Skills
    :
  • Strong leadership and people development abilities.
  • Excellent written and verbal communication.
  • Customer-centric mindset and attention to detail.
  • Familiarity with quality assurance, customer service tools, and ticketing systems.
  • Qualifications
    : Bachelor's degree or equivalent experience.

Interested candidates can call on HR Mamta

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