Lead Customer Service Manager

Job Title: Customer Service Team Lead

Location: Hyderabad

Reports To: Incharge - Customer Service

Role Overview:

The Customer Service Team Lead is responsible for supervising and guiding a team of customer service representatives to ensure exceptional service delivery, operational efficiency, and adherence to company standards. This role involves managing day-to-day operations, resolving escalations, and driving continuous improvement in customer experience.

Key Responsibilities:

Team Management:
Lead, coach, and motivate a team of 30 customer service representatives.
Monitor performance and provide regular feedback and training.
Customer Support:
Handle complex customer queries and escalations promptly and professionally.
Ensure service levels and response times meet or exceed targets.
Customer support teams work 24*7 so this accordingly you need to work in this role.
Operational Excellence:
Oversee daily operations, including scheduling and workload distribution.
Track KPIs such as response time, resolution rate, and customer satisfaction.
Process Improvement:
Identify gaps in processes and recommend improvements.
Collaborate with other departments to enhance customer experience.
Reporting:
Prepare and present performance reports to management.
Analyze trends and implement corrective actions where needed.

Qualifications & Skills:

Bachelor’s degree or equivalent experience in customer service or operations.
7+ years of experience in customer service, with at least 2 year in a supervisory role.
Strong leadership, communication, and problem-solving skills.
Proficiency in CRM tools and telephony tools.
Ability to work in a fast-paced environment and manage multiple priorities.

Key Competencies: