Team Lead - Escalations

Role SummaryThe Customer Service Team Lead (TL) is responsible for frontline execution, people management, and real-time service delivery across voice and digital support channels. The TL ensures agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency.This is a hands-on floor leadership role, focused on daily performance management, coaching, and issue resolution, while feeding insights and operational signals to the CSM.ResponsibilitiesDay-to-Day Service Delivery (Execution-Focused)Manage real-time queues across voice, tickets, email, and in-app supportMonitor SLA adherence, backlog, ageing, and abandonment at a team levelTake immediate corrective actions such as:Queue rebalancingReprioritization of ticketsAgent allocation by channelEnsure service stability during peak volumes or incidentsEscalate risks or service degradation early to the CSMAgent Performance & Productivity ManagementTrack individual agent KPIs including:AHTFCRCSATProductivity / utilizationAdherenceConduct daily check-ins and weekly performance reviewsAddress underperformance through:CoachingSide‑by‑sides / call listeningAction plansRecognize and reinforce strong performance and behaviorsQuality, Compliance & Customer HandlingEnsure agents follow:Approved scripts and tone guidelinesEscalation protocolsCompliance and risk requirements (KYC, payments, refunds, etc.)Act as the first escalation point for:Complex casesHigh‑risk or sensitive customer issuesReview samples of calls/tickets for quality and compliance adherencePartner with QA teams (if applicable) to close feedback loops with agentsCRM & Process Discipline (Ground‑Level Ownership)Ensure accurate and consistent:Ticket logging and categorizationStatus updatesEscalation taggingResolution notesCoach agents on correct CRM usageFlag recurring issues such as:Misrouted ticketsIncorrect categoriesProcess confusionProvide process gap feedback to the CSM with real examplesIssue Identification & Feedback LoopIdentify repeat issues and customer pain points observed on the floorProvide structured inputs to the CSM for:Root cause analysis (RCA)Voice of Customer (VoC) insightsShare examples, call snippets, or ticket trends to support data‑led analysisSupport pilots or process changes driven by the CSMTeam Engagement & CultureCreate a supportive, accountable team environmentRun:Daily huddlesShift handoversService updatesReinforce customer‑first mindset and ownershipSupport onboarding and buddying of new hiresEssential RequirementsExperience as a Team Lead / Senior Agent in a high‑volume call centre or digital support environmentStrong understanding of queue‑based operationsHands‑on experience with CRM/ticketing systemsAbility to coach agents and manage performance conversationsComfortable working in fast‑paced, regulated environmentsDesirableExperience in fintech, banking, payments, or financial servicesExposure to compliance‑driven customer interactionsExperience supporting voice + digital blended teamsSuccess Measures (TL‑Level)Team‑level SLA, AHT, CSAT, FCR consistently metReduced escalations due to better first‑contact handlingHigh CRM accuracy and process adherenceImproved agent productivity and engagementPositive feedback from CSM on operational discipline and issue flagging#J-18808-Ljbffr