Customer Service Supervisor

Customer Service Team Leader – Job Description

Position: Customer Service Team Leader

Department: Customer Service / Operations

Reports To: Operations Manager / Department Head

Job Summary:

The Customer Service Team Leader is responsible for supervising and supporting the Customer Service team to ensure excellent customer service, achievement of team targets, compliance with company policies, and efficient daily operations.

Key Responsibilities

• Supervise, coach, and motivate Customer Service Representatives to achieve individual and team KPIs.
• Monitor daily attendance, productivity, quality, and overall team performance.
• Conduct regular coaching sessions and provide constructive feedback to team members.
• Handle escalated customer concerns and ensure timely and appropriate resolution.
• Monitor customer interactions to ensure compliance with company standards, procedures, and service quality requirements.
• Prepare and submit daily, weekly, and monthly team performance reports.
• Identify performance gaps and implement appropriate action plans.
• Assist in training, onboarding, and evaluating new employees.
• Ensure proper implementation of company policies, procedures, and work standards.
• Coordinate with QA, HR, Training, Operations, and other departments regarding team concerns.
• Manage employee attendance, schedule adherence, and operational concerns.
• Recommend disciplinary or corrective actions when necessary and document employee-related incidents properly.
• Perform other duties and responsibilities as assigned by management.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field is preferred.
• At least 2–3 years of Customer Service/BPO experience , with supervisory or Team Leader experience preferred.
• Strong leadership, coaching, communication, and problem-solving skills.
• Ability to manage a team and work effectively in a fast-paced environment.
• Good knowledge of customer service principles and performance management.
• Proficient in Microsoft Office or Google Workspace.
• Willing to work on shifting schedules, weekends, and holidays when required.

Key Competencies

• Leadership and Team Management
• Coaching and Performance Management
• Customer Service Excellence
• Problem Solving and Decision Making
• Communication Skills
• Conflict Resolution
• Time Management
• Accountability and Professionalism