Key Responsibilities

- Lead and manage a team of customer service executives handling chat or voice -based customer interactions.
- Monitor team performance against key metrics such as productivity, quality, CSAT, response time, and adherence.
- Conduct regular team huddles, performance reviews, coaching, and feedback sessions.
- Ensure adherence to process guidelines, SOPs, and company policies.
- Handle escalations and resolve complex customer issues effectively.
- Identify performance gaps and implement corrective and improvement plans.
- Prepare and share daily/weekly performance reports and business updates.
- Coordinate with internal stakeholders to ensure smooth process operations.
- Drive employee engagement, motivation, and overall team performance.
- Ensure compliance with attendance, schedule adherence, and shift requirements.

Candidate Requirements

- Minimum 1 year of experience as a Team Lead in a customer service
- Strong communication skills,



both written and verbal.
- Prior experience managing a team in a customer service/BPO workplace.
- Good knowledge of customer service metrics and performance management.
- Strong problem-solving, coaching, and people-management skills.
- Comfortable working in a 24/7 rotational shift environment.
- Candidates who can join immediately are preferred/required.

Compensation & Benefits

- Working Days: 5 days working + 2 days weekly off.
- Transport: 2-way cab facility for eligible shifts OR 5,000/month travel allowance for employees opting for self-commutation, as per company policy.
- Shift: 24/7 rotational shifts.

Important - Immediate joiners only.

Role: Team Lead

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

📌 Customer Service Team Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad