Team Lead - Escalations

OverviewThe 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 hiresEssentialExperience 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