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Customer Services Team Lead

Operations (inc. Manufacturing)
OPE001MT Requisition #

Who are we?

Elsevier is a world-leading provider of information solutions that help you make better decisions, deliver better care, and sometimes make groundbreaking discoveries in science, health, and technology. We serve researchers, professionals, and clinicians, through the application of technology and analytics to content, empowering them to create knowledge, contribute to social progress, and enhance human well being. We are delivering next-generation professional information solutions and technology to our broad client base – and we need a team of exceptional sales leaders and professionals to join us on the journey.

Elsevier publish over 2,500 journals and more than 33,000 book titles, and provide web-based, digital solutions — among them ScienceDirect, Scopus, Evolve, Knovel, Reaxys and Clinical Key.

Job Title:

Customer Services Team leader

Purpose of the job:

To work as an integral part of the Global Customer Service & Fulfilment department by providing outstanding customer service to our internal and external customers by supports end to end business of Elsevier Products

The Team Lead is responsible for smooth management of day-to day activities of the business along with Hiring and people management. She/he is responsible for stakeholder management in a way that meets the Global Customer services mission of ensuring Customer service excellence by increasing CSAT. 

Key Result Area:

Process Management:

• Oversee the work allocated to CSAs.

• Ensure incidents/agreements received in the management system are actioned within SLA.

• Understand pipeline and make necessary preparations to manage workload at all times; Manage additional workload during Peak season

• Ensure that sound process/business knowledge is developed which includes 20% production on monthly basis.

• Create a culture of continuous improvement within team that focuses on reducing manual intervention and improving process efficiency

• Monitor and report team performance through appropriate metrics


Customer/Stakeholder management:

• Maintain effective communication with stakeholders and ensure customer needs are met
• Proactively Identify/escalate issues, manage reports and resolve project issues, problems and changes
• Lead/participate in all stake holders calls.
• Maintain high Customer satisfaction and accountable to reduce query inflow/outflow

Team/Performance Management:

•Recruit and hire staff per requirement
• Appreciate and recognize solid performers
• Responsible for team attrition and retention through employee engagement.
• Set clear objectives for team members, support development aspirations through  regular PDPs & Development conversations
• Assess and Manage performance of team members -  through regular 1:1s – and ensure appropriate measures are taken to improve poor performance
• Coaching/guiding supporting team members regularly on process/career development.
• Develop team members to take  accountability 
• Responsible for overseeing quality of work and to set up improvement initiatives as and when necessary

Key Competencies:



Level Description

Displays High Integrity and Honesty

Level 4

Is a role model and sets example for his/her work group.
“Walks the talk” and avoids saying one thing and doing another.
Always honor commitments and keeps promises.
Confronts dishonesty and unethical behavior.
Inspires and encourages others to higher standards of ethical behavior.

Drives for results

Level 3

Does everything possible to achieve goals.
Regularly measures and evaluates progress.
Accepts responsibility for the results-based outcomes of group.
Holds others accountable and encourages others to take accountability for achieving results.
Shares credit and recognition with others for achieving goals

Communicates Powerfully and Prolifically

Level 3

Provides a definite sense of direction and purpose.
Provides people with a clear understanding of how their work fits within a wider organization.
Delivers presentations clearly and with high impact.
Develops a trusted 2way communication interface between the team and stakeholders.

Inspires and Motivates Others to High Performance

Level 3

Ensures that personal style encourages a positive environment.
Creates an environment that enables individuals to be motivated.
Is able to employ different motivational strategies for different people and situations.
Energizes people to achieve high levels of performance.
Inspires and sustains engagement through a shared purpose and vision.

Solves Problems and Analyzes Issues

Level 3

Identifies and highlights new trends, potential problems and opportunities early.
Effectively coaches others on how to analyze information to solve problems.
Encourages and coaches others to seek alternative ways to solve complex problems.

Develops Others


Level 2


Exercises active listening and questioning skills to effectively understand another person’s needs.
Coaches others on regular basis.
Utilizes PDP to its full potential.
Gives timely, specific and appropriate feedback about development needs.
Provides reinforcements on efforts and progress.
Advocates for individuals with strong performance and potential within the organization.
Encourages team members to take personal ownership and responsibility for their own development.


Functional and Technical competencies:

·         Analytical skills, proficiency in MS Excel

·         International Customer Service background, Working with Global Colleagues

·         Capable of coaching teams for performance

·         Knowledge of BPO process is an added advantage

·         Excellent communication skills

·         Lean Six Sigma Background preferred


Education, Knowledge, Skills and Experience:

·         Graduate in any discipline and flexible to work any shifts.

·         Minimum 7 years’ experience in Customer Service preferably in BPO/KPO with minimum 3 years of people management experience as team leader.

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