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.