Lead - Customer Service

Requirements

1. Minimum 8+ years of experience in Customer Service, Contact Center Operations, Credit

Operations, Accounts Receivable, Collections, Billing Support, or related functions.

2. Proven experience leading teams in a high-volume, customer-facing environment.

3. Strong understanding of contact center metrics, including Service Levels, Quality, Productivity,

CSAT, NPS, AHT, FRT, and Schedule Adherence.

4. Excellent analytical, problem-solving, and decision-making skills with the ability to perform root

cause analysis.

5. Strong verbal and written communication skills and the ability to present business updates to

leadership and stakeholders.

6. Experience managing customer escalations and driving issue resolution.

7. Demonstrated ability to coach, mentor, and develop team members.

8. Strong stakeholder management and cross-functional collaboration skills.

9. Experience using CRM, case management, workforce management, and reporting tools.

10. Advanced proficiency in Microsoft Excel, Outlook, Word, PowerPoint, and Teams.

11. Ability to manage multiple priorities and perform effectively in a fast-paced environment.

12. Strong understanding of operational controls, quality standards, compliance requirements, and

customer experience best practices.

13. Experience driving process improvement and operational excellence initiatives.

14. Ability to identify risks, remove barriers, and drive accountability across teams.

15. Willingness to work from the office 5 days a week and support US business hours 24/7.

Key Responsibilities

1. Lead and manage the process as indivisible contributor role for Customer Service

Representatives to achieve operational, quality, and customer experience objectives.

2. Drive team performance to consistently meet or exceed KPIs, including Service Levels, Quality,

Productivity, CSAT, and Schedule Adherence.

3. Support onboarding, training, and continuous development of new and existing associates only

with the process.

4. Maintain floor presence during shifts to provide operational guidance and support.

5. Oversee daily operations, queue management, workload distribution, and service delivery.

6. Monitor real-time operational metrics and take proactive actions to address service-level risks.

7. Handle complex customer escalations and ensure timely and effective resolution.

8. Ensure accurate documentation of customer interactions, audits, escalations, and case records.

9. Conduct deep-dive analysis and root cause investigations to identify trends and improvement

opportunities.

10. Lead process improvement initiatives to enhance operational efficiency, quality, and customer

satisfaction.

11. Collaborate with Quality, Training, Workforce Management, Operations, and Business teams to

achieve organizational goals.

12. Prepare and present daily, weekly, and monthly performance reports to leadership.

13. Communicate operational updates, risks, and performance results to stakeholders.

14. Ensure compliance with company policies, procedures, regulatory requirements, and

confidentiality standards.

15. Identify operational risks, escalate critical issues, and drive resolution through appropriate

channels.

16. Foster a culture of accountability, teamwork, continuous learning, and customer focus.

17. Support workforce planning, resource allocation, and capacity management activities.

18. Lead special projects and strategic initiatives as assigned while demonstrating ownership,leadership, and operational excellence