Customer Service Team Lead

StaffAnchor Talent Solutions; Delhi; On-site; INR 558,558 - 669,042; Full time

Job summary

A recruitment agency is seeking an experienced Customer Service Team Lead to supervise a team managing voice and messaging service requests. This role involves leading the team, handling escalations, and monitoring service quality. Candidates should have 4-7 years in customer service with at least 2 years in a supervisory role. The position is located in South Delhi, and requires weekend working with rotational days off, offering a fixed salary up to ₹55,000 per month.

Qualifications

• 4–7 years of experience in customer service.
• Minimum 2 years in a team lead or supervisory role.
• Experience in handling customer escalations and conflict situations.

Responsibilities

• Supervise and guide a team of Customer Service Associates.
• Monitor daily team performance against defined service metrics.
• Handle customer escalations related to accounts and payments.
• Conduct regular team meetings and performance reviews.
• Ensure adherence to response time and quality benchmarks.

Skills

Strong verbal communication skills

Strong written communication skills

Experience handling customer escalations

Team supervision

Knowledge of Excel or Google Sheets

Tools

CRM tools (Freshdesk, Zendesk)

Job description

Employment Type: Full-time

Salary: Fixed salary up to ₹55,000 per month

Hiring Partner: StaffAnchor Talent Solutions (for a client organization)

Note: Saturday and Sunday will be mandatory working with 2 Rotational Week-offs.

Job Overview

We are looking for an experienced Customer Service Team Lead to manage and support a customer service team handling voice and messaging-based service requests. This role involves team supervision, escalation handling, service quality monitoring, and operational performance management in a customer‑facing environment.

Key Responsibilities

• Supervise and guide a team of Customer Service Associates
• Monitor daily team performance against defined service metrics
• Handle customer escalations related to accounts, payments, and service concerns
• Conduct regular team meetings, one‑on‑one discussions, and performance reviews
• Ensure adherence to response time, resolution time, and quality benchmarks
• Manage team attendance, shift scheduling, and workload distribution
• Review customer interactions for accuracy, empathy, and policy compliance
• Prepare basic performance reports and recommend improvement actions
• Coordinate with internal teams to resolve issues and improve processes
• Ensure compliance with company policies, SOPs, and data privacy guidelines

Required Qualifications

• 4–7 years of experience in customer service
• Minimum 2 years of experience in a team lead or supervisory role
• Strong verbal and written communication skills
• Experience handling customer escalations and conflict situations
• Working knowledge of Excel or Google Sheets

Preferred Qualifications

• Experience in consumer‑facing or internet‑based companies
• Familiarity with CRM or ticketing tools such as Freshdesk, Zendesk, or similar platforms

Key Performance Indicators (KPIs)

• Customer satisfaction scores
• Response and resolution timelines
• Quality audit scores
• Team productivity and attendance
• On‑site role based in South Delhi
• 5 working days per week
• Saturday and Sunday are working days
• Weekly offs will be rotational