Customer Service Team Lead

IntouchCX; Hyderabad; On-site; INR 390,000 - 650,000; Full time

Benefits offered by this job

2-way cab facility for shifts

Travel allowance 5,000/month

Job summary

IntouchCX is seeking a Team Lead for Customer Service (Chat Process) in Hyderabad. The role requires a minimum of 2 years of Team Lead experience in a chat-based customer service environment. A Graduate is mandatory, with strong written and verbal communication skills.

The position operates in 24/7 rotational shifts, with a 5-day work week and 2 days off, and immediate joiners are preferred. The ideal candidate will lead a team of customer service executives, monitor performance against key

Qualifications

• Minimum 2 years of experience as a Team Lead in a customer service/chat process.
• Graduation is mandatory.
• Strong communication skills, both written and verbal.
• Prior experience managing a team in a customer service/BPO environment.
• Good knowledge of customer service metrics and performance management.
• Strong problem-solving, coaching, and people-management skills.
• Comfortable working in a 24/7 rotational shift environment.
• Candidates who can join immediately are preferred/required.

Responsibilities

• Lead and manage a team of customer service executives handling chat-based customer interactions.
• Monitor team performance against key metrics such as productivity, quality, CSAT, response time, and adherence.
• Conduct regular team huddles, performance reviews, coaching, and feedback sessions.
• Ensure adherence to process guidelines, SOPs, and company policies.
• Handle escalations and resolve complex customer issues effectively.
• Identify performance gaps and implement corrective and improvement plans.
• Prepare and share daily/weekly performance reports and business updates.
• Coordinate with internal stakeholders to ensure smooth process operations.
• Drive employee engagement, motivation, and overall team performance.
• Ensure compliance with attendance, schedule adherence, and shift requirements.

Skills

Team leadership

Communication

Customer service

Education

Graduate

Job description

Job Description: Team Lead Customer Service (Chat Process)

Position: Team Lead Customer Service

Process: Customer Service Chat

Experience: Minimum 2 years of Team Lead experience

Qualification: Graduate mandatory

Shift: 24/7 rotational shifts

Work Schedule: 5 days working, 2 days weekly off

Notice Period: Immediate joiners only

Salary: Up to 6.5 LPA

Key Responsibilities

• Lead and manage a team of customer service executives handling chat-based customer interactions.
• Monitor team performance against key metrics such as productivity, quality, CSAT, response time, and adherence.
• Conduct regular team huddles, performance reviews, coaching, and feedback sessions.
• Ensure adherence to process guidelines, SOPs, and company policies.
• Handle escalations and resolve complex customer issues effectively.
• Identify performance gaps and implement corrective and improvement plans.
• Prepare and share daily/weekly performance reports and business updates.
• Coordinate with internal stakeholders to ensure smooth process operations.
• Drive employee engagement, motivation, and overall team performance.
• Ensure compliance with attendance, schedule adherence, and shift requirements.

Candidate Requirements

• Minimum 2 years of experience as a Team Lead in a customer service/chat process.
• Graduation is mandatory.
• Strong communication skills, both written and verbal.
• Prior experience managing a team in a customer service/BPO environment.
• Good knowledge of customer service metrics and performance management.
• Strong problem-solving, coaching, and people-management skills.Comfortable working in a 24/7 rotational shift environment.
• Candidates who can join immediately are preferred/required.

Compensation & Benefits

• CTC: Up to 6.5 LPA, depending on experience and interview performance.
• Working Days: 5 days working + 2 days weekly off.
• Transport: 2-way cab facility for eligible shifts OR 5,000/month travel allowance for employees opting for self-commutation, as per company policy.
• Shift: 24/7 rotational shifts.

Important - Immediate joiners only. Candidates serving a notice period may not be considered.