Team Lead - Contact Center

You will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery. This role involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

Team Management:

Lead, coach, and mentor a team of customer service representatives.

Conduct regular team meetings to communicate goals, updates, and best practices.

Provide ongoing feedback, performance evaluations, and support professional development.

Operational Excellence:

Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs).

Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions.

Collaborate with other departments to address escalated customer issues and resolve them promptly.

Communication:

Serve as a liaison between the team and upper management, conveying important updates and concerns.

Foster open communication within the team, encouraging collaboration and idea sharing.

Handle customer escalations professionally and with a focus on issue resolution.

Requirements:

Bachelor’s degree in business, Communication, or a related field.

Proven experience in a contact center environment, with at least 1.5 years in a middle management role preferably at team lead position.

Strong leadership, coaching, and interpersonal skills.

Excellent communication skills, both written and verbal.

Ability to analyze data and make data-driven decisions.

Knowledge of contact center technologies and customer relationship management (CRM) systems.

Strong problem-solving skills and the ability to handle high-pressure situations.

Benefits:

Permanent Position

2 Rotational Off days

EOBI

Medical Life Insurance IPD + OPD

Annual , Casual and Sick Leaves

Provident Fund

Annual Increment and Bonus (Performance based)