Senior Customer Service Agent

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.

Responsibilities

• 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 volum...