Team Lead 1

Job Title: Team Lead 1

Req Id: 2008

Posting Start Date: 3/9/26

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Job Description:

The Team Leader – Customer Service Operations (Night Shift) is responsible for leading a team of customer service representatives in a fast-paced, 24x7x365 operational environment. The role focuses on driving team performance, ensuring service excellence, managing escalations, and maintaining operational stability during overnight shifts. The Team Leader is accountable for meeting key performance metrics while fostering a culture of ownership, accountability, and customer-centricity.

Key Responsibilities:

Operational Management

Lead, manage, and motivate a team of [10–15] customer service agents during night shift operations.
Oversee daily operational performance, including service levels, queue management, adherence, and productivity.
Ensure timely handling of customer inquiries and escalations in line with SLAs and quality standards.
Maintain clear communication with day-shift leadership teams for seamless handovers and operational continuity.
Monitor workforce scheduling, attendance, and real-time performance to maintain optimal coverage.
Address and resolve operational issues swiftly to minimize service disruption during overnight hours.

Performance Management

Track and analyze team metrics (AHT, CSAT, FCR, Quality Scores, and SLA adherence) to identify performance trends.
Conduct regular performance reviews and provide actionable feedback and coaching to drive improvements.
Implement performance improvement plans where necessary and recognize high-performing team members.
Ensure consistent application of company policies and procedures across the team.

Quality & Compliance

Ensure adherence to standard operating procedures, process accuracy, and compliance with company and client requirements.
Partner with Quality, WFM, and Training teams to maintain consistency in service delivery.
Conduct call reviews and spot checks to reinforce service and compliance standards.
Maintain confidentiality and data security at all times, especially during off-peak hours.

Collaboration & Reporting

Provide end-of-shift operational updates, including service performance, escalations, and staffing summaries.
Collaborate closely with the global operations team to ensure smooth transitions between shifts.
Identify recurring issues or operational gaps and recommend process improvements.
Support cross-site coordination if managing teams across multiple locations (e.g., India and the Philippines)

Qualifications & Experience:

Bachelor’s degree in any discipline preferred.
Experience in a customer service or call center environment, with at least 3–4 years in a team leader or supervisory role.
Prior experience managing night shift operations in a 24x7x365 BPO or shared services environment is essential.
Strong understanding of customer service metrics and operational management principles.
Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
Excellent communication, analytical, and leadership skills.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.