Job Summary
The Team Leader is responsible for leading and managing a team of Customer Service Executives handling international customer interactions through voice, email, and chat channels. The role focuses on achieving operational targets, delivering exceptional customer experience, improving team performance, and ensuring adherence to client and company standards.
Key Responsibilities
Team Leadership & People Management
- Lead, coach, and motivate a team of 15-25 Customer Service Associates.
- Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
- Monitor attendance, punctuality, and schedule adherence.
- Manage employee engagement activities to promote a positive work workplace.
- Handle employee grievances and support conflict resolution.

Performance Management
- Drive achievement of all operational KPIs and client SLAs.
- Monitor and improve:
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Quality Scores
- Average Handle Time (AHT)
- Service Levels
- Productivity Metrics




- Analyze performance reports and implement action plans for improvement.
- Manage underperforming team members through coaching and development plans.

Customer Experience Management
- Ensure delivery of excellent customer service across all interactions.
- Handle customer escalations and critical cases effectively.
- Identify recurring customer issues and recommend process improvements.
- Promote customer-centric culture across the team.

Quality & Compliance
- Ensure adherence to quality standards, protocols, and compliance requirements.
- Conduct call monitoring and feedback sessions.
- Collaborate with Quality and Training teams to improve performance.
- Ensure compliance with client policies, data security, and company procedures.

Training & Development
- Support onboarding and nesting of new hires.
- Identify training needs based on performance trends.
- Coach team members on communication skills, customer handling, and process knowle

📌 Performance Management Lead (Hyderabad)
🏢 TP
📍 Hyderabad