Department : Customer Experience / Contact Center

Time: 3:00 pm ist- 1:00 am ist (Fixed Shift)

Reports To: Contact Center Manager / Operations Manager

Location: On-site (Head Office / Operations Hub)

Employment Type: Full-Time, Permanent

Channels Handled: Email | Inbound & Outbound Calls | Live Chat

Experience Required: Minimum 2 Years as Team Leader in Contact Center

Role Summary

The Team Leader – Contact Center is responsible for leading, coaching, and managing a team of customer service representatives (CSRs) across three customer touchpoints: Email, Inbound/Outbound Calls, and Live Chat, within a high-volume E-Commerce environment. This role ensures service excellence, SLA adherence, and a motivated, high-performing team that consistently delivers exceptional customer experiences.

Key Responsibilities

1. Team Management & Leadership

• Lead, mentor, and coach a team of 10–20 CSRs across Email, Call, and Chat channels.
• Set clear performance goals and conduct regular one-on-one sessions and team huddles.
• Monitor attendance, schedule adherence, and manage shift rotations effectively.
• Handle escalations from team members and resolve complex customer issues promptly.
• Foster a positive, high-energy team culture with a customer-first mindset.

2. Performance Monitoring & Reporting

• Track, analyze, and report KPIs including AHT, CSAT, FCR, SLA %, Occupancy, and CPER.
• Conduct daily and weekly performance reviews using real-time dashboards and WFM tools.
• Identify trends, skill gaps, and improvement areas; action corrective plans promptly.
• Prepare and submit shift performance reports to Operations Manager.

3. Quality Assurance

• Audit and review customer interactions across Email, Calls, and Chat for quality compliance.
• Coordinate with the QA team to align on evaluation frameworks and scoring criteria.
• Deliver real-time and structured feedback to agents based on quality evaluations.
• Ensure all communications meet brand tone, compliance, and policy guidelines.

4. Multi-Channel Operations

• Oversee workflow distribution and queue management across all three channels simultaneously.
• Ensure consistent customer experience and resolution standards across Email, Calls, and Chat.
• Adapt team deployment dynamically based on channel volume spikes and SLA priorities.
• Collaborate with the tech team to troubleshoot CRM, dialer, and chat platform issues.

5. Training & Development

• Identify training needs and coordinate with L&D for process, product, and soft skills training.
• Onboard new joiners and ensure a smooth ramp-up period through structured buddy programs.
• Facilitate refresher training sessions on policy updates, seasonal campaigns, or new SOPs.
• Recognize and reward top performers to maintain motivation and reduce attrition.

6. Customer Experience & Escalation Handling

• Act as the first point of escalation for irate or complex customer situations.
• Take ownership of escalated cases and ensure timely, empathetic resolution.
• Liaise with internal teams (logistics, payments, returns, catalog) to resolve cross-functional issues.
• Maintain a customer satisfaction score (CSAT) above the defined organizational benchmark.

Mandatory Requirements

• Graduate in any discipline (Bachelor's degree preferred).
• Minimum 2 years of experience in a Team Leader / Team Manager role in a Contact Center.
• Proven experience managing multi-channel operations (Email + Calls + Chat).
• Strong background in E-Commerce, retail, or consumer goods customer service.
• Hands-on experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or similar).

Preferred / Added Advantage

• Experience with WFM tools (NICE, Aspect, Verint, or equivalent).
• Exposure to Six Sigma, Lean, or process improvement methodologies.
• Knowledge of e-commerce platforms such as Shopify, Magento, or similar.
• Familiarity with omnichannel contact center technologies and AI-assisted tools.

• Fast-paced, high-volume contact center environment supporting E-Commerce operations.
• Shift-based role; flexibility required for rotational shifts including evenings and weekends.
• Target-driven environment with strong focus on customer satisfaction and team productivity.
• Collaborative culture with cross-functional interaction with Operations, QA, HR, and IT.

🌟  What We Offer

• Competitive salary with performance-linked incentives and quarterly bonuses.
• Health insurance and employee wellness programs.
• Structured career growth path: Senior TL → Assistant Manager → Operations Manager.
• Regular training, leadership development programs, and certification opportunities.
• Recognition programs including Employee of the Month, Spot Awards, and annual felicitations.
• Dynamic and inclusive workplace committed to employee engagement and growth.