Team Lead - Escalations

<div><h3>Overview</h3><p>The Customer Service Team Lead (TL) is responsible for<b>frontline execution, people management, and real-time service delivery</b>across voice and digital support channels. The TL ensures agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency.</p><p>This is a<b>hands-on floor leadership role</b>, focused on<b>daily performance management, coaching, and issue resolution</b>, while feeding insights and operational signals to the CSM.</p><h3>Responsibilities</h3><ul><li>Day-to-Day Service Delivery (Execution-Focused)</li><li>Manage real-time queues across voice, tickets, email, and in-app support</li><li>Monitor SLA adherence, backlog, ageing, and abandonment at a team level</li><li>Take immediate corrective actions such as:<ul><li>Queue rebalancing</li><li>Reprioritization of tickets</li><li>Agent allocation by channel</li></ul></li><li>Ensure service stability during peak volumes or incidents</li><li>Escalate risks or service degradation early to the CSM</li><li>Agent Performance&Productivity Management</li><li>Track individual agent KPIs including:<ul><li>AHT</li><li>FCR</li><li>CSAT</li><li>Productivity / utilization</li><li>Adherence</li></ul></li><li>Conduct daily check-ins and weekly performance reviews</li><li>Address underperformance through:<ul><li>Coaching</li><li>Side-by-sides / call listening</li><li>Action plans</li></ul></li><li>Recognize and reinforce strong performance and behaviors</li><li>Quality, Compliance&Customer Handling<ul><li>Ensure agents follow:<i>Approved scripts and tone guidelines</i></li><li>Escalation protocols</li><li>Compliance and risk requirements (KYC, payments, refunds, etc.)</li></ul></li><li>Act as the first escalation point for:<ul><li>Complex cases</li><li>High-risk or sensitive customer issues</li></ul></li><li>Review samples of calls/tickets for quality and compliance adherence</li><li>Partner with QA teams (if applicable) to close feedback loops with agents</li><li>CRM&Process Discipline (Ground-Level Ownership)<ul><li>Ensure accurate and consistent:</li><li>Ticket logging and categorization</li><li>Status updates</li><li>Escalation tagging</li><li>Resolution notes</li><li>Coach agents on correct CRM usage</li></ul></li><li>Flag recurring issues such as:<ul><li>Misrouted tickets</li><li>Incorrect categories</li><li>Process confusion</li></ul></li><li>Provide process gap feedback to the CSM with real examples</li><li>Issue Identification&Feedback Loop<ul><li>Identify repeat issues and customer pain points observed on the floor</li><li>Provide structured inputs to the CSM for:<ul><li>Root cause analysis (RCA)</li><li>Voice of Customer (VoC) insights</li><li>Share examples, call snippets, or ticket trends to support data-led analysis</li></ul></li><li>Support pilots or process changes driven by the CSM</li></ul></li><li>Team Engagement&Culture<ul><li>Create a supportive, accountable team environment</li><li>Run daily huddles</li><li>Shift handovers</li><li>Service updates</li><li>Reinforce customer-first mindset and ownership</li><li>Support onboarding and buddying of new hires</li></ul></li></ul><h3>Essential</h3><ul><li>Experience as a Team Lead / Senior Agent in a high-volume call centre or digital support environment</li><li>Strong understanding of queue-based operations</li><li>Hands-on experience with CRM/ticketing systems</li><li>Ability to coach agents and manage performance conversations</li><li>Comfortable working in fast-paced, regulated environments</li></ul><h3>Desirable</h3><ul><li>Experience in fintech, banking, payments, or financial services</li><li>Exposure to compliance-driven customer interactions</li><li>Experience supporting voice + digital blended teams</li></ul><h3>Success Measures (TL-Level)</h3><ul><li>Team-level SLA, AHT, CSAT, FCR consistently met</li><li>Reduced escalations due to better first-contact handling</li><li>High CRM accuracy and process adherence</li><li>Improved agent productivity and engagement</li><li>Positive feedback from CSM on operational discipline and issue flagging</li></ul></div>#J-18808-Ljbffr