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At Kohler, our mission is to help people live gracious, healthy, and sustainable lives. We believe that empowering our associates is essential to making this vision a reality. That’s why we invest in personal and skilled growth, encourage collaboration across teams and functions, and offer a comprehensive wellness package that supports the well-being of every team member.

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Customer Care - Team Lead

Job Description

About the Position

Kohler India Technical Center (KITC) is a captive global center that provides technical and non-technical support across Kohler Co.'s diverse portfolio, including Kitchen & Bath, Power Systems, Engines, and Hospitality businesses worldwide.

We are looking for an experienced and customer-focused Team Leader – Customer Service to lead a team of customer service professionals and drive operational excellence. This role is ideal for individuals who are passionate about people leadership, customer experience, performance management,



and continuous improvement.

As a Team Leader, you will play a key role in ensuring exceptional customer service delivery, coaching and developing team members, managing performance, and collaborating with cross-functional teams to achieve business objectives.

Key Responsibilities

- Lead, motivate, and develop a team of customer service associates to achieve performance, quality, productivity, and customer satisfaction goals.
- Provide real-time support and guidance to team members, ensuring timely resolution of customer issues and escalations.
- Monitor and manage key operational metrics including service levels, quality, productivity, attendance, and customer satisfaction.
- Conduct regular coaching sessions, performance reviews, and development discussions to enhance team effectiveness.
- Drive employee engagement initiatives and foster a positive, inclusive, and high-performance team culture.
- Handle customer escalations professionally and ensure effective resolution while maintaining a high level of customer satisfaction.
- Identify performance gaps and implement action plans to improve team and individual performance.
- Partner with Quality, Training, Workforce Management, Operations, and other support functions to drive operational excellence.
- Analyze customer feedback, performance trends,



and operational data to identify opportunities for improvement.
- Support onboarding, training, and development of new team members to ensure successful integration into operations.
- Ensure adherence to company policies, processes, quality standards, and compliance requirements.
- Lead and support process improvement initiatives focused on enhancing customer experience and operational efficiency.
- Maintain accurate documentation of performance discussions, coaching activities, and operational reports.
- Act as a role model by demonstrating strong leadership, professionalism, accountability, and customer-centric behaviors.

Qualifications & Experience

- Bachelor's degree in any discipline.
- 6+ years of experience in customer service, contact center operations, or customer support environments.
- Prior experience in a Team Leader, Supervisor, or people management role.
- Strong leadership, coaching, and team development skills.
- Excellent verbal and written communication skills.
- Proven ability to manage performance and drive results in a fast-paced environment.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Ability to analyze performance data and identify improvement opportunities.
- Proficiency in Microsoft Office applications and customer service systems.
- Flexibility to work in shifts supporting global operations.

Mandatory Skills

Customer Service Management, Customer Support, Team Leading, Escalation Management, Coaching, Voice Process, Customer Service Team Lead, Shrinkage, Quality Control, Reporting, Stakeholder Management, Process Improvement

Location

Pune, Maharashtra, India

Experience

3 to 5 years

📌 Customer Care - Team Lead (India)
🏢 Kohler India
📍 India