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Contact Center Team Lead

1 month ago

Mumbai, Maharashtra, India Servify Full time

Position Summary :

We are looking for a dynamic Team Lead manage a team of 10-15 agents while ensuring quality assurance and training for new programs. The role involves monitoring customer experience, driving KPI performance, conducting audits, and analyzing key metrics like NPS and C-SAT. The ideal candidate should have experience for North American contact centers and be results-driven with strong leadership skills.


Key Responsibilities

  • :Manage a team of 10-15 agents and ensure adherence to quality standards
  • .Minimize shrinkage for both the in-house team and contact center partner to ensure optimal workforce efficiency
  • .Meet the KPIs for contact center operations, including SLs, answered percentage, first-time resolution, and TAT for both the in-house team and contact center partner
  • .Develop and implement process improvements to enhance customer experience
  • .Conduct training sessions for new programs and update training materials regularly
  • .Monitor and analyze customer interactions across multiple touchpoints
  • .Manage NPS and C-SAT performance metrics and drive improvements
  • .Handle escalations, customer complaints, and social media grievances
  • .Conduct audits of agent interactions and implement corrective actions
  • .Collaborate with internal teams to optimize processes and service quality
  • .Prepare performance summaries and reports for business reviews
  • .Ensure adherence to North American shifts and holiday schedules

.
Requirement

  • :Minimum 5 years of experience in for North American contact cente
  • rsMinimum 1 years of experience in for North American contact centers as a team le
  • adStrong communication, coaching, and leadership skill
  • s.Customer-first mindset with problem-solving and decision-making abilitie
  • s.Proficiency in KPI analysis, CAPA implementation, and performance trackin
  • g.Ability to multitask, manage time effectively, and meet performance goal
  • s.Experience in reporting, data analysis, and presentation skill
  • s.Basic knowledge of Contact Center Telecom Set-u
  • p.Flexibility to work night shifts and align with North American holiday schedule
s.