Unayur - Team Lead - Customer Service

About the job

Customer Service Team Lead

Role Overview

As the Customer Service Team Lead, candidate will drive excellence in customer support for Atiya Healthcare. Your focus will be on ensuring timely, empathetic, and high-quality support across all channels, maintaining SLAs, elevating service standards, and cultivating a strong, motivated team.

Key Responsibilities

Team Leadership & Coaching

- Lead, mentor, and motivate a team of customer service agents to deliver exceptional service.

- Conduct regular performance reviews, provide feedback, and facilitate coaching/training.

- Enable team knowledge via audits of communications plus refresher sessions.

Quality & Process Excellence

- Define, implement, and monitor service policies and SOPs to ensure adherence to SLAs and service standards.

- Oversee quality assurance processes reviewing emails, chat, and call interactions, providing corrective guidance to maintain standards.

Operations & Escalation Management

- Manage agent shifts, scheduling, staffing, and workload distribution for optimal coverage.

- Oversee ticketing systems, ensure timely closure of support queries, and implement escalation protocols as needed.

Stakeholder Collaboration

- Serve as the voice of the customerflag trends, challenges, and service improvement opportunities internally.

Metrics & Continuous Improvement

- Monitor KPIs including CSAT, FCR (First Contact Resolution), NPS, AHT (Average Handling Time), and ticket backlog.

- Use data insights to drive coaching, highlight system gaps, and boost team performance and customer satisfaction.

Ideal Profile / Requirements

Experience: 7+ years in customer service roles with at least 5 to 6 years in a team-leading or supervisory capacity.

Skills:

- Strong leadership and people development abilities.

- Excellent written and verbal communication.

- Customer-centric mindset and attention to detail.

- Familiarity with quality assurance, customer service tools, and ticketing systems.

Qualifications: Master's/Bachelor's degree or equivalent experience.