Job Listing

Job Title
Customer Services Team Lead
Employment Type
Full Time
2 to 2 years
Job Published
28 June 2023
Job Reference No.

Job Description

We are seeking!! a dynamic Customer Service Team Leaders to join our team and make a significant impact! In this role, you will manage team performance, excel in managing KPIs, ensure service level excellence, oversee tenured agents, address behavioral challenges, and maintain accurate documentation.


  • You will be shifted from Monday - Sunday between 8am and 8pm
  • Lead a team of customer service agents, providing guidance, coaching, and support to drive performance and exceed targets
  • Utilize your expertise in managing KPIs to set clear performance expectations, monitor progress, and implement strategies for improvement
  • Ensure service level excellence by effectively managing call volumes, response times, and customer satisfaction
  • Mentor and develop tenured agents, fostering a positive work environment and helping them achieve their full potential
  • Address and rectify bad habits and poor behavior promptly and professionally, using appropriate disciplinary measures when necessary
  • Track and document discussions with team members, including performance reviews, coaching sessions, and disciplinary actions


  • Proven experience in managing customer service performance and achieving KPIs
  • Strong knowledge of service level management principles and best practices
  • Ability to effectively lead and manage tenured agents, providing guidance and support to maintain high performance levels
  • Excellent communication and interpersonal skills to address behavioral challenges and enforce company policies
  • Detail-oriented with strong organizational skills to track and document discussions accurately
  • Ability to thrive in a fast-paced and dynamic environment while managing multiple priorities
  • Strong problem-solving skills to identify areas for improvement and implement appropriate solutions
  • Proficiency in using customer service software, ticketing systems, and reporting tools