Role Summary
The Customer Service Team Lead (TL) is responsible for
frontline execution, people management, and real-time service delivery across voice and digital support channels. The TL ensures agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency.
This is a
hands-on floor leadership role, focused on
daily performance management, coaching, and issue resolution, while feeding insights and operational signals to the CSM.
Responsibilities
- Day-to-Day Service Delivery (Execution-Focused)
- Manage real-time queues across voice, tickets, email, and in-app support
- Monitor SLA adherence, backlog, ageing, and abandonment at a team level
- Take immediate corrective actions such as:
- Queue rebalancing
- Reprioritization of tickets
- Agent allocation by channel
- Ensure service stability during peak volumes or incidents
- Escalate risks or service degradation early to the CSM
- Agent Performance & Productivity Management
- Track individual agent KPIs including:
- AHT
- FCR
- CSAT
- Productivity / utilization
- Adherence
- Conduct daily check-ins and weekly performance reviews
- Address underperformance through:
- Coaching
- Side-by-sides / call listening
- Action plans
- Recognize and reinforce strong performance and behaviors
- Quality, Compliance & Customer Handling
- Ensure agents follow:
- Approved scripts and tone guidelines
- Escalation protocols
- Compliance and risk requirements (KYC, payments, refunds, etc.)
- Act as the first escalation point for:
- Complex cases
- High-risk or sensitive customer issues
- Review samples of calls/tickets for quality and compliance adherence
- Partner with QA teams (if applicable) to close feedback loops with agents
- CRM & Process Discipline (Ground-Level Ownership)
- Ensure accurate and consistent:
- Ticket logging and categorization
- Status updates
- Escalation tagging
- Resolution notes
- Coach agents on correct CRM usage
- Flag recurring issues such as:
- Misrouted tickets
- Incorrect categories
- Process confusion
- Provide process gap feedback to the CSM with real examples
- Issue Identification & Feedback Loop
- Identify repeat issues and customer pain points observed on the floor
- Provide structured inputs to the CSM for:
- Root cause analysis (RCA)
- Voice of Customer (VoC) insights
- Share examples, call snippets, or ticket trends to support data-led analysis
- Support pilots or process changes driven by the CSM
- Team Engagement & Culture
- Create a supportive, accountable team environment
- Run:
- Daily huddles
- Shift handovers
- Service updates
- Reinforce customer-first mindset and ownership
- Support onboarding and buddying of new hires
- Requirements
Essential
- Experience as a Team Lead / Senior Agent in a high-volume call centre or digital support environment
- Strong understanding of queue-based operations
- Hands-on experience with CRM/ticketing systems
- Ability to coach agents and manage performance conversations
- Comfortable working in fast-paced, regulated environments
Desirable
- Experience in fintech, banking, payments, or financial services
- Exposure to compliance-driven customer interactions
- Experience supporting voice + digital blended teams
Success Measures (TL-Level)
- Team-level SLA, AHT, CSAT, FCR consistently met
- Reduced escalations due to better first-contact handling
- High CRM accuracy and process adherence
- Improved agent productivity and engagement
- Positive feedback from CSM on operational discipline and issue flagging
