Customer Service Team Leader

Job Description

Primary Role

The Team Leader is responsible for people management, KPI ownership, and employee development, with a strong focus on behavioral coaching and operational leadership.

Key Responsibilities

1. People & KPI Management

• Manage team performance against defined KPIs and targets
• Monitor productivity, QA, attendance, and behavior
• Conduct regular performance reviews and KPI discussions
• Identify underperformance and implement corrective actions

2. Coaching & Employee Improvement

• Deliver behavioral and performance-based coaching
• Lead and monitor Performance Improvement Plans (PIP)
• Ensure coaching documentation and compliance standards are met
• Drive continuous employee improvement and engagement

3. Process Knowledge & Escalation Handling

• Maintain strong working knowledge of all CS processes
• Review and validate escal...