Job Description

We are hiring a

Customer Service Team Lead

with experience in BPO or e-commerce customer support. The ideal candidate should have team-handling experience and a strong focus on quality service delivery, people management, and performance coaching.

Key Responsibilities:

Team Management

Lead and motivate a team of 15+ customer service representatives Conduct regular coaching and feedback sessions Train team to manage irate/frustrated customers effectively Track and improve team performance metrics

Customer Service Operations

Ensure timely and effective issue resolution Monitor CSAT, FCR, and other service quality KPIs Implement process improvements for better customer experience

Reporting & Analysis

Prepare reports on team performance Analyze trends to drive service improvements

Collaboration

Work with internal teams to resolve escalations Coordinate with training team for new agent onboarding

Requirements:

2+ years of experience as a Team Lead or Supervisor in BPO/customer service Handled a team of 15+ agents Strong communication, coaching, and leadership skills Ability to analyze service metrics and drive process improvements Experience working in a fast-paced environment
Job Types: Full-time, Permanent

Pay: ?40,000.00 - ?50,000.00 per month