Team Leader Customer Service | Gujarati Language

Location: Hyderabad / Gurgaon

Work Mode: Work from Office

Employment Type: Full-time

Job Summary

We are looking for an experienced Team Leader Customer Service with solid Gujarati language proficiency to lead and manage a customer service team. The candidate will be responsible for ensuring high-quality customer interactions, achieving operational KPIs, managing team performance, and driving customer satisfaction.

Key Responsibilities
Lead, manage, and motivate a team of Customer Service Associates.
Monitor and improve team performance against KPIs, SLAs and quality targets.
Handle customer escalations and ensure timely resolution of complex issues.
Monitor CSAT, customer experience and service quality metrics.
Conduct regular performance reviews, coaching and feedback sessions.
Identify training and development requirements for team members.
Manage attendance, productivity, shrinkage and attrition-related issues.
Prepare and review daily/weekly performance reports.
Coordinate with internal teams to resolve operational and customer-related issues.
Ensure adherence to company policies, processes and compliance requirements.




Drive continuous improvement in customer service processes.
Maintain a positive and productive team environment.

Required Skills
Gujarati language proficiency Mandatory
Team handling / Team Leadership experience
Customer Service / Customer Support experience
Strong communication and interpersonal skills
Customer escalation management
Knowledge of CSAT, SLA and operational KPIs
Coaching and performance management skills
Problem-solving and decision-making ability
Comfortable working from office

Educational Qualification

Any Graduate

Preferred Experience

4+ years of relevant experience, preferably in a Customer Service/BPO/ITES workplace, including team-handling experience.

Key Screening Criteria

1+ year as TL
Candidate must be proficient in Gujarati.
Candidate must be willing to work from office in Hyderabad or Gurgaon.
Candidate must have complete employment documentation for all previous employments.
Profiles with incomplete employment documentation should not be shared.
Internships should not be included in the resume.

📌 Team Lead Gurugram
🏢 WSNE Consulting
📍 Gurugram