Customer Service Team Lead
3 weeks ago
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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Customer Service Team Lead
3 weeks ago
Gurugram, India StarZen Full timePurpose 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...
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Customer Service Team Lead
3 weeks ago
Gurugram, India StarZen Full timePurpose 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...
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Customer Service Team Lead
3 weeks ago
Gurugram, India StarZen Full timePurpose 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...
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Customer Service Team Lead
3 weeks ago
Gurugram, India StarZen Full timePurpose 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...
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Customer Service Team Lead
4 weeks ago
Gurugram, Gurugram, India StarZen Full timeJob Description 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,...
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Customer Service Team Lead
2 weeks ago
Gurugram, Haryana, India, IN StarZen Full timePurpose 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...
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Customer Service Team Leader
2 weeks ago
Gurugram, India Onecom Full timeWe're the UK’s leading business telephony and cloud communications provider. Delivering IT services, contact centre technology, unified comms, fixed-line voice, connectivity, and managed cloud solutions. Join our Team as a Customer Service Team Leader Location: Gurgaon Hours: UK Shift About the role: Are you a natural leader with a passion for delivering...
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Customer Service Team Leader
2 weeks ago
Gurugram, India WebBeds Full timeWho are WebBeds?WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences. Our Products range from a Retail Online...
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Team Lead
3 weeks ago
Gurugram, Gurugram, India MoreTasks Full timeJob Description Job Title: Team Lead - Customer Success Employment Type: Full-time (rotational shifts) Experience Required: 4-5 years Working Mode: In-Office Location: Sector 53, Gurgaon Industry: Customer Service (International) Salary: Best in industry About the Role: We are looking for a dynamic and experienced Team Lead Customer Success to manage our...
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Customer Support Team Lead
6 days ago
Gurugram, India Zyla Health Full timeAbout Zyla ( Zyla Health is India’s highest-rated personalized care management platform focused on improving health outcomes. Zyla enables care at scale for insurers and employers through its human-assisted AI on the 24x7 conversational Zyla app (consistently rated 4.7+). Some of our clients include Aditya Birla, Max Life, Care Insurance, HDFC Ergo, IBM,...
