Customer Service Team Leader

About the role

The Customer Service Team Leader will oversee supervisors and frontline agents across multiple contact channels, ensuring service excellence, operational efficiency and a consistent, high‑quality consumer experience that aligns with Nestlé Waters standards.

Key responsibilities

• Lead, coach and develop Customer Service Supervisors and their teams, handling performance reviews, workforce planning and shift coverage.
• Oversee daily operations of voice, live chat, email, WhatsApp and social media channels, monitoring KPIs, SLA compliance and operational stability during peak periods.
• Manage complex escalations such as delivery failures, billing disputes, product quality issues and VIP cases, driving service recovery and retention initiatives.
• Support the end‑to‑end subscription lifecycle, collaborating with logistics, warehouse and delivery teams to minimise customer impact.
• Analyze team performance using dashboards, track CSAT, NPS, FCR, AHT and other KPIs, and present insights and action plans to management.
• Ensure compliance with SOPs, quality standards and service policies, leading continuous‑improvement projects and partnering with QA and Training teams.
• Collaborate cross‑functionally with Logistics, E‑commerce, CRM, Marketing, Finance and Billing departments.

Required profile

• Proven experience leading customer service or contact‑center teams.
• Strong knowledge of multi‑channel contact‑center operations and KPI management.
• Ability to handle high‑pressure escalations and drive service recovery.
• Excellent coaching, performance‑management and workforce‑planning skills.
• Effective collaboration with logistics, e‑commerce and finance functions.

Required skills