Team Lead-Customer Service

Role Summary
The Customer Service Team Lead (TL) is responsible for frontline execution, people management, and real-time service delivery across voice and digital support channels. The TL ensures agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency. 

This is a hands-on floor leadership role, focused on daily performance management, coaching, and issue resolution, while feeding insights and operational signals to the CSM. 

Responsibilities

1. Day-to-Day Service Delivery (Execution-Focused) 

• Manage real-time queues across voice, tickets, email, and in-app support 

• Monitor SLA adherence, backlog, ageing, and abandonment at a team level 

• Take immediate corrective actions such as: 

• Queue rebalancing 

• Reprioritization of tickets 

• Agent allocation by channel 

• Ensure service stability during peak volumes or incidents 

• Escalate risks or service degradation early to the CSM 

2. Agent Performance & Productivity Management 

• Track individual agent KPIs including: 

• AHT 

• FCR 

• CSAT 

• Productivity / utilization 

• Adherence 

• Conduct daily check-ins and weekly performance reviews 

• Address underperformance through: 

• Coaching 

• Side-by-sides / call listening 

• Action plans 

• Recognize and reinforce strong performance and behaviors 

3. Quality, Compliance & Customer Handling 

• Ensure agents follow: 

• Approved scripts and tone guidelines 

• Escalation protocols 

• Compliance and risk requirements (KYC, payments, refunds, etc.) 

• Act as the first escalation point for: 

• Complex cases 

• High-risk or sensitive customer issues 

• Review samples of calls/tickets for quality and compliance adherence 

• Partner with QA teams (if applicable) to close feedback loops with agents 

4. CRM & Process Discipline (Ground-Level Ownership) 

• Ensure accurate and consistent: 

• Ticket logging and categorization 

• Status updates 

• Escalation tagging 

• Resolution notes 

• Coach agents on correct CRM usage 

• Flag recurring issues such as: 

• Misrouted tickets 

• Incorrect categories 

• Process confusion 

• Provide process gap feedback to the CSM with real examples 

5. Issue Identification & Feedback Loop 

• Identify repeat issues and customer pain points observed on the floor 

• Provide structured inputs to the CSM for: 

• Root cause analysis (RCA) 

• Voice of Customer (VoC) insights 

• Share examples, call snippets, or ticket trends to support data-led analysis 

• Support pilots or process changes driven by the CSM 

6. Team Engagement & Culture 

• Create a supportive, accountable team environment 

• Run: 

• Daily huddles 

• Shift handovers 

• Service updates 

• Reinforce customer-first mindset and ownership 

• Support onboarding and buddying of new hires 
  

• Requirements

Essential 

• Experience as a Team Lead / Senior Agent in a high-volume call centre or digital support environment 

• Strong understanding of queue-based operations 

• Hands-on experience with CRM/ticketing systems 

• Ability to coach agents and manage performance conversations 

• Comfortable working in fast-paced, regulated environments 

Desirable 

• Experience in fintech, banking, payments, or financial services 

• Exposure to compliance-driven customer interactions 

• Experience supporting voice + digital blended teams 

Success Measures (TL-Level) 

• Team-level SLA, AHT, CSAT, FCR consistently met 

• Reduced escalations due to better first-contact handling 

• High CRM accuracy and process adherence 

• Improved agent productivity and engagement 

• Positive feedback from CSM on operational discipline and issue flagging