Customer Service Team Lead

About the role

The Customer Service Team Lead oversees a group of agents to ensure a consistent, high‑quality customer experience. This role blends hands‑on supervision, coaching, and performance management with day‑to‑day operational oversight.

Key responsibilities

• Supervise, motivate and support a team of customer service agents, setting clear daily and weekly goals.
• Manage shift schedules, attendance, breaks and leave to maintain adequate coverage.
• Monitor team performance against KPIs such as CSAT, first‑contact resolution, average handling time, response time and quality scores.
• Track real‑time queues and reallocate resources to meet service level agreements.
• Handle escalated and complex customer complaints, ensuring fair and timely resolution.
• Analyse trends in customer feedback and recurring issues, recommending process improvements.
• Prepare daily, weekly and monthly performance reports for the Customer Service Manager.
• Collaborate with other departments (operations, billing, technical teams) to resolve cross‑functional issues.

Required profile

• Bachelor's degree or diploma in Business Administration, Communications or a related field, or equivalent experience.
• Minimum 3–5 years of customer service experience, including at least 1–2 years in a supervisory or senior agent role.