Team Lead - Contact Center

Overview:

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 year in a leadership role.

· 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:

· Competitive salary

· Health and wellness programs

· Professional development opportunities

· Team-building events

Job Rewards and Benefits