Customer Service Team Lead

This role is responsible for managing the day-to-day planning, operations, and problem-solving of customer service agents to meet service level standards across email, voice, and chat channels for premium and non-premium customers. The position focuses on driving key performance indicators such as service level adherence, revenue generation, and customer retention while ensuring timely resolution of escalations. Success is measured by achieving defined SLAs, meeting revenue targets, maintaining high CSAT scores, and driving process improvements through RPA and quality assurance adherence.