Customer Care Team Lead

About the role

Kohler India Technical Center is seeking an experienced, customer‑focused Team Leader to manage a group of customer service associates. The role involves driving operational excellence, coaching staff, handling escalations, and collaborating with cross‑functional teams to deliver outstanding service.

Key responsibilities

• Lead, motivate and develop a team to meet performance, quality, productivity and customer satisfaction targets.
• Provide real‑time guidance, resolve customer issues and manage escalations.
• Monitor operational metrics such as service levels, quality, attendance and productivity.
• Conduct coaching sessions, performance reviews and development discussions.
• Promote employee engagement and foster an inclusive, high‑performance culture.
• Identify performance gaps, create action plans and drive continuous improvement.
• Partner with Quality, Training, Workforce Management and Operations to enhance processes.
• Analyze customer feedback and performance trends to recommend improvements.
• Support onboarding, training and integration of new team members.
• Ensure compliance with company policies, processes and quality standards.

Required profile

• Bachelor’s degree in any discipline.
• Minimum 6 years of experience in customer service, contact‑center operations or related environments.
• Prior experience in a supervisory or team‑lead role.
• Strong leadership, coaching and people‑development capabilities.
• Excellent verbal and written communication skills.
• Proven ability to manage performance and deliver results in a fast‑paced setting.
• Effective problem‑solving, decision‑making and conflict‑resolution skills.

Required skills