Service Team Lead

People Group; Thane, Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

People Group is seeking an experienced Service Team Leader to guide a customer service team, ensuring operational excellence and a superior customer experience. You will manage day-to-day operations, coach staff, and align performance with organizational goals.

The role requires 3-6 years in customer service/operations with strong KPI focus and escalation handling. A high-energy, communicative leader who can drive engagement will thrive in this position.

Qualifications

• 36 years of relevant experience in Customer Service / Contact Centre operations.
• Team Handling / Team Leader experience is mandatory.
• Strong exposure to B2C customer service is preferred.
• Excellent communication and interpersonal skills.
• Strong understanding of contact-centre KPIs and performance management.
• Ability to handle escalations and manage high-volume customer interactions.
• Strong analytical, problem-solving, and people-management skills.
• Candidates who can join within a short notice period will be preferred.

Responsibilities

• Lead, mentor, and manage a team of customer service executives.
• Drive day-to-day operations while ensuring adherence to defined service standards.
• Monitor and improve key performance metrics such as CSAT, Quality, AHT, SLA, Productivity, and Customer Experience.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Identify performance gaps and implement appropriate improvement plans.
• Ensure process adherence, compliance, and effective handling of customer escalations.
• Work closely with internal stakeholders to resolve operational challenges and improve service delivery.
• Track team performance and share regular reports/MIS with management.
• Drive employee engagement, motivation, and overall team productivity.

Skills

Team leadership

Customer service

Performance management

Communication

Interpersonal skills

Job description

Were Hiring | Service Team Leader

Location: Mumbai / Thane
Function: Customer Service / Operations
Experience: 3-6 Years
Work Schedule: 5 Days Working | 2 Rotational Week-Offs
Role: Service Team Leader

About the Role

We are looking for an experienced Service Team Leader to lead and manage a customer-facing service team, ensuring operational excellence, consistent customer experience, and achievement of key performance metrics.

Key Responsibilities-

• Lead, mentor, and manage a team of customer service executives.
• Drive day-to-day operations while ensuring adherence to defined service standards.
• Monitor and improve key performance metrics such as CSAT, Quality, AHT, SLA, Productivity, and Customer Experience.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Identify performance gaps and implement appropriate improvement plans.
• Ensure process adherence, compliance, and effective handling of customer escalations.
• Work closely with internal stakeholders to resolve operational challenges and improve service delivery.
• Track team performance and share regular reports/MIS with management.
• Drive employee engagement, motivation, and overall team productivity.

Candidate Profile-

• 36 years of relevant experience in Customer Service / Contact Centre operations.
• Team Handling / Team Leader experience is mandatory.
• Strong exposure to B2C customer service is preferred.
• Excellent communication and interpersonal skills.
• Strong understanding of contact-centre KPIs and performance management.
• Ability to handle escalations and manage high-volume customer interactions.
• Strong analytical, problem-solving, and people-management skills.
• Candidates who can join within a short notice period will be preferred.

What We're Looking For-

Someone who can take ownership of the floor, build a high-performing team, and consistently deliver a strong customer experience while meeting business and operational goals.