Team Leader – Customer Support Operations

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.
• Keep agents informed and trained on product and system updates.
• Conduct business reviews, performance management, and continuous development activities.
• Provide floor support as a subject‑matter expert on policies, procedures, and escalated calls.
• Assist in queue management in coordination with the Global Command Center.
• Prepare and submit performance reports, scorecards, and case analyses to the Operations Manager.
• Participate in internal and external calibration sessions and client meetings.
• Act as liaison for HR matters such as benefits, grievances, and other employee concerns.
• Organise 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 experience coaching or developing staff.
• Proven ability to manage a team of 10 or more employees.
• Strong knowledge of PC‑based internet and software applications.
• Ability to handle confidential information with discretion.
• Effective prioritisation, delegation and deadline‑driven work style.

Required skills