Team Lead - Escalations

Role Summary The Customer Service Team Lead (TL) is responsible for

The 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.

• Day-to-Day Service Delivery (Execution-Focused)
• Manage real-time queues across voice, tickets, email, and in-app support
• Monitor SLA adherence, backlog, ageing, and abandonment at a team level
• Take immediate corrective actions such as:
• Queue rebalancing
• Reprioritization of tickets
• Agent allocation by channel
• Ensure service stability during peak volumes or incidents
• Escalate risks or service degradation early to the CSM
• Agent Performance & Productivity Management
• Track individual agent KPIs including:
• AHT
• FCR
• CSAT
• Productivity / utilization
• Adherence
• Conduct daily check-ins and weekly performance reviews
• Address underperformance through:
• Coaching
• Side-by-sides / call listening
• Action plans
• Recognize and reinforce strong performance and behaviors
• Quality, Compliance & Customer Handling
• Ensure agents follow:
• Approved scripts and tone guidelines
• Escalation protocols
• Compliance and risk requirements (KYC, payments, refunds, etc.)
• Act as the first escalation point for:
• Complex cases
• High-risk or sensitive customer issues
• Review samples of calls/tickets for quality and compliance adherence
• Partner with QA teams (if applicable) to close feedback loops with agents
• CRM & Process Discipline (Ground-Level Ownership)
• Ensure accurate and consistent:
• Ticket logging and categorization
• Status updates
• Escalation tagging
• Resolution notes
• Coach agents on correct CRM usage
• Flag recurring issues such as:
• Misrouted tickets
• Incorrect categories
• Process confusion
• Provide process gap feedback to the CSM with real examples
• Issue Identification & Feedback Loop
• Identify repeat issues and customer pain points observed on the floor
• Provide structured inputs to the CSM for:
• Root cause analysis (RCA)
• Voice of Customer (VoC) insights
• Share examples, call snippets, or ticket trends to support data-led analysis
• Support pilots or process changes driven by the CSM
• Team Engagement & Culture
• Create a supportive, accountable team environment
• Run:
• Daily huddles
• Shift handovers
• Service updates
• Reinforce customer-first mindset and ownership
• Support onboarding and buddying of new hires

• Experience as a Team Lead / Senior Agent in a high-volume call centre or digital support environment
• Strong understanding of queue-based operations
• Hands-on experience with CRM/ticketing systems
• Ability to coach agents and manage performance conversations
• Comfortable working in fast-paced, regulated environments

• Experience in fintech, banking, payments, or financial services
• Exposure to compliance-driven customer interactions
• Experience supporting voice + digital blended teams

• Team-level SLA, AHT, CSAT, FCR consistently met
• Reduced escalations due to better first-contact handling
• High CRM accuracy and process adherence
• Improved agent productivity and engagement
• Positive feedback from CSM on operational discipline and issue flagging