HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

Role Overview:

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 analyse 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.

Key Competencies:

• Strong leadership and people management capabilities.
• Ability to perform effectively under pressure and manage multiple priorities.
• Analytical and process-driven mindset.
• Excellent interpersonal and problem-solving skills.
• Flexibility to work rotating shifts, weekends, and public holidays as part of a 24x7x365 operation.
• Customer-focused with a commitment to continuous improvement and operational excellence.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.