Customer Service Team Leader

Location: Thane, Mumbai
Job Type: Full time | Work from Office
Experience: 1–3 Years
Salary: ₹5.00 – ₹6.00 LPA
Working Days: 5 Days
Shift: Day Shifts | Operational Window: 9:30 AM – 9:30 PM

Job Summary

We are looking for an experienced Customer Service Team Leader to lead and manage a customer service team. The candidate will be responsible for team performance, daily operations, escalations, service quality, and achieving defined KPIs.

Key Responsibilities

- Lead and manage a team of Customer Service Representatives.
- Monitor and track individual and team performance.
- Ensure achievement of team targets, KPIs, and service levels.
- Motivate, guide, and mentor team members.
- Handle customer escalations and ensure timely resolution.
- Monitor service quality, productivity, and operational efficiency.
- Maintain team discipline and employee engagement.
- Analyse performance metrics and identify areas for improvement.
- Collaborate with management and other departments.
- Contribute to a positive, performance-driven work culture.

Desired Candidate Profile

- Strong leadership and people-management skills.




- Good knowledge of customer service processes and performance metrics.
- Target-driven mindset with a focus on service quality and customer satisfaction.
- Strong communication and interpersonal skills.
- Positive attitude and adaptability.
- Excellent organizational and time-management skills.
- Ability to motivate and develop a diverse team.

Qualification & Experience

- Qualification: HSC or Graduate in any discipline.
- Experience: 1–3 years in a call centre/customer service environment.
- Proven experience as a Call Centre Team Leader / Customer Service Team Leader or similar role.
- Experience in an International Call Centre will be an added advantage.

Benefits

- Health Insurance
- 5-Day Work Week (Saturday & Sunday are not fixed weekly offs)

Career Growth

This role offers an opportunity to develop strong people-management and operations skills, with potential growth into Operations and Senior Leadership roles based on performance.

Interested candidates can apply with their updated resume.

Pay: ₹200,000.00 - ₹500,000.00 per year

Work Location: In person

📌 Customer Service Team Leader (Thane)
🏢 DirectUsHr Services
📍 Thane