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Contact Center Team Lead

2 months ago

Mumbai, India Integrated Personnel Services Limited Full time

Job Role: Team Lead - Contact Center

Experience : Min 8 -10 years work experience working in Contact Centre and Customer service operations

Qualification: Minimum Graduation


Customer Focus:

  • Anticipate customer’s needs, provide input for solution, and demonstrate industry standard
  • Provide input to the customer and build confidence with the customer at higher levels to be treated as an advisor
  • Analyze and constantly improves system, process and nature of services being provided to the customer
  • Knowledge on SLA Management, customer service metrics and improvement of CSAT score
  • Prepare timely reports and create decks for client visits and performance reporting.


Building Teams:

  • Communicates the interdependencies across multiple teams within own area
  • Drives development within the team to create assignment and inspire the team by demonstrating commitment to support.
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Hire, coach and provide training to personnel to maintain high customer service standards

Evaluate performance with key metrics (accuracy, call-waiting time etc.)


If interested share your resume at aaryan.rane@ipsgroup.co.in