Team Lead - Contact Centre

As a Team Lead in the 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.

Key Responsibilities:

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.

Training and Development:

Coordinate and deliver training programs for new and existing team members.

Keep the team informed about product updates, service protocols, and industry best practices.

Foster a culture of continuous learning and skill development within the team.

Quality Assurance:

Implement and maintain quality assurance processes to ensure consistency in service delivery.

Conduct regular quality assessments and provide constructive feedback to team members.

Identify trends in customer inquiries and work with the team to address root causes.

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 ina 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.

Compensation & Benefits:

5 Days a week

Yearly bonus

Yearly increment

Health benefits (Outpatient, Inpatient, Maternity)

Provident Fund

Shift availability/Flexibility(MUST):

Day Shift (Required)

Evening shift (Required)