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 workplace.
- 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.

📌 Customer Care - Team Lead (Pune)
🏢 KOHLER India
📍 Pune