Team Leader Contact Center
17 hours ago
Location:
Hyderabad
Experience:
5–7 Years | International Process
We are looking for an experienced
Contact Centre Team Leader
to manage and mentor a team of customer service representatives, drive operational excellence, and consistently meet key performance metrics.
Key Responsibilities:
- Lead daily contact centre operations and manage team performance
- Track KPIs:
AHT, CSAT, NPS, FCR, SLA, Attrition, Shrinkage - Conduct coaching sessions and handle escalations
- Monitor quality, ensure SOP compliance, and share performance reports
- Coordinate with cross-functional teams for efficiency
Requirements:
- 5–7 years in an international contact centre environment
- Minimum 2 years as a Team Leader
- Experience in
Real Estate / BFSI / E-commerce / Telecom - Excellent communication and people management skills
-
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