Team Lead – Customer Care

About the role

The Team Lead – Customer Care will guide a high‑performing team to meet operational, quality, productivity and customer experience targets. You will coach, develop and engage employees while ensuring compliance with company policies and regulatory requirements.

Key responsibilities

• Lead and manage team performance against KPIs, quality and productivity goals.
• Provide regular coaching, feedback and performance reviews; create development plans to close skill gaps.
• Foster a positive, inclusive work environment, recognize achievements and address concerns promptly.
• Monitor attendance, punctuality and schedule adherence; ensure adequate staffing coverage.
• Analyze performance trends, implement action plans and drive operational excellence.
• Handle escalations, resolve complex customer or operational issues, and raise business risks when needed.
• Conduct performance‑management activities, including improvement plans and documentation.
• Communicate business updates, facilitate team meetings, huddles and calibration sessions.
• Collaborate with Operations, Quality, Training, Workforce Management and other stakeholders.
• Identify high‑potential talent, support succession planning and leadership development.

Required profile

• Minimum 3 years of operations experience.
• At least 2 years of leadership experience in an operations environment.
• Healthcare or insurance background is a plus.
• Strong communication, analytical, problem‑solving and decision‑making abilities.
• Ability to work independently and as part of a team while maintaining confidentiality.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using Microsoft Outlook.
• Experience using Microsoft Word.
• Experience using Microsoft Excel.