Experience: 4–7 years | Location: Ahmedabad | Shift: UK Shift

Role Overview

We are looking for an experienced Team Lead – Customer Service Associate to manage a team supporting UK-based clients/customers. The role involves team management, daily client communication, performance monitoring, and escalation handling.

Key Responsibilities

- Lead and manage a team of Customer Service Associates handling UK clients.
- Maintain daily communication with UK clients through calls, emails, and meetings.
- Act as the primary point of contact for client queries, updates, and escalations.
- Monitor team performance against SLA, KPI, quality, productivity, and CSAT targets.
- Conduct daily team huddles, coaching, and performance reviews.
- Prepare and share daily/weekly MIS and performance reports.




- Handle escalations and ensure timely resolution of client/customer issues.
- Identify process gaps and drive continuous improvement.
- Ensure adherence to client processes, SOPs, and quality standards.

Requirements
- 4–7 years of experience in Customer Service/BPO/Client Servicing.
- Prior experience as a Team Lead/Supervisor.
- Experience handling UK clients/customers.
- Excellent verbal and written English communication skills.
- Strong client/stakeholder management and escalation-handling skills.
- Positive knowledge of MS Excel and reporting.
- Willingness to work in UK shifts.

Pay: ₹40,000.00 - ₹48,000.00 per month

Benefits

- Provident Fund

Work Location: In person

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