- Posted 15 days ago
- Be among the first 10 applicants
Job Description
Can Start ASAP
Night Shift | ONSITE
The Team Leader – Customer Service Operations is responsible for leading a team of customer service representatives. The role focuses on driving team performance, ensuring service excellence, managing escalations, and maintaining operational stability. The Team Leader is accountable for meeting key performance metrics while fostering a culture of ownership, accountability, and customer-centricity.
Key Responsibilities:
- Lead, manage, and motivate a team of 10-15 customer service agents.
- Oversee daily operations, ensuring SLA adherence, productivity, and service quality.
- Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.
- Enforce policies, SOPs, and compliance standards consistently.
- Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.
- Conduct call reviews and maintain data security, especially during off-peak hours.
- Share end-of-shift updates and coordinate with global teams for smooth transitions.
Qualifications:
- Bachelor's degree in any discipline preferred.
- Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.
- Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
- Excellent communication, analytical, and leadership skills.
More Info
About Company
Skills:
bomgar , Servicenow, Siebel, Itil, Vnc, Office 365, Ms Office, Clarify, Exchange Management Console, Dame Ware, Aptean, Active Directory, ControlF1, Remedy, Net meeting, Adobe, CA helpdesk
Skills:
bomgar , Servicenow, Siebel, Itil, Vnc, Office 365, Ms Office, Clarify, Exchange Management Console, Dame Ware, Aptean, Active Directory, ControlF1, Remedy, Net meeting, Adobe, CA helpdesk
Skills:
Generally Accepted Accounting Principles (GAAP), SAP, Ms Office, Excel, Financial Analysis, Accounting, audit management, Cost Management, Compliance Management, ERP systems, US GAAP accounting, Financial Risk Management, Budgeting, Financial Reports, Digital intelligent automation
Skills:
Servicenow, Successfactors, SAP, Employee Central, Ms Office, Neocase, MyLearning, Hr Generalist, Hr Operations, P40, Learning Management Systems
Skills:
Data Management, Ms Office, Cross-Functional Workflow Management, Talent Management, Ledger Reconciliation, Analysis, Process Management, Claims Accounting, Technical Financial Reporting, Control, Financial Management