Team Lead-Contact Center
Skills
- Team Leadership & People Management
- Contact Center Operations
- E-commerce / Retail Customer Service
Job Summary
We are looking for an experienced Team Lead – Contact Center to manage and guide a customer service team while ensuring high-quality customer interactions and achievement of operational targets. The ideal candidate should have strong experience in Contact Center/BPO operations, preferably within the E-commerce or Retail domain.
Key Responsibilities
- Lead, motivate, and manage a team of Contact Center/Customer Service Executives.
- Monitor team performance against KPIs, SLAs, quality, productivity, and customer satisfaction targets.
- Handle escalations and ensure timely resolution of customer issues.
- Conduct regular performance reviews, coaching, feedback, and training for team members.
- Monitor calls, chats, and emails to ensure adherence to quality and process standards.
- Prepare and analyze daily/weekly/monthly operational reports.
- Coordinate with internal teams to resolve customer and operational issues.
- Ensure adherence to company policies, processes, and compliance requirements.
- Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.
- Manage team schedules, attendance, and daily workforce requirements.
Requirements
- Minimum 5 years of overall experience in Contact Center/BPO operations.
- Minimum 2 years of experience in a Team Lead role within a Contact Center/BPO environment.
- Experience in the E-commerce or Retail domain is preferred.
- Strong knowledge of Contact Center operations, KPIs, SLAs, and quality management.
- Excellent communication, interpersonal, leadership, and problem-solving skills.
- Ability to manage escalations and work effectively in a fast-paced environment.
- Strong analytical and reporting skills.
- Experience with CRM, ticketing, or Contact Center tools is an added advantage.