Team Leader – Customer Support

About the role

The Team Leader oversees daily operations of assigned customer programs during a designated shift, ensuring service quality and supporting agents in meeting performance targets. This role acts as a bridge between management and the front‑line team, handling escalations and providing coaching.

Key responsibilities

• Manage a team of agents to achieve or exceed KPIs through regular coaching and mentoring.
• Stay updated on product and system changes and train agents accordingly.
• Conduct business reviews, performance management, and floor support as a subject‑matter expert.
• Handle escalated calls and assist with queue management in coordination with the Global Command Center.
• Prepare and submit performance reports, scorecards, and case analyses to the Operations Manager.
• Participate in calibration sessions, client meetings, and internal administrative tasks.
• Serve as liaison for HR matters, benefits, grievances, and other employee concerns.
• Organize team‑building activities and design performance‑based incentive programs.

Required profile

• 1‑2 years of experience in customer support or financial services.
• 1‑2 years of practical coaching or development experience.
• Proven experience managing at least 10 employees.
• Strong knowledge of PC‑based internet and software applications.
• Ability to handle confidential information with discretion.
• Effective prioritisation, delegation and results‑focused mindset.

Required skills