Team Lead - Contact Center

Bachelor’s degree in Business, Communication, or a related field.

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

• 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.
• 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.
• 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.
• 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.
• 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.

Job Specification

Requirements :

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