TeamLead_ContactCenter

Job Description The candidate will be responsible for leading and managing a team of helpdesk agents who provide technical support and customer service for aftermarket automotive products. This role involves overseeing day-to-day operations, ensuring high-quality customer interactions, and driving the team towards achieving performance goals. The Team Leader must possess strong leadership abilities, technical expertise, and excellent communication skillsThe individual must possess the basic skills / abilities and demonstrate that she/he can perform the essential Leadership and Supervision:o Lead, mentor, and motivate the helpdesk team to achieve individual and team performance Assign tasks, set priorities, and manage team workloads to ensure timely and effective customer Conduct regular team meetings, training sessions, and performance Foster a positive and collaborative team environment.Customer Support Management:o Oversee the handling of customer inquiries, ensuring accurate and efficient troubleshooting and Address and resolve escalated customer issues and Monitor customer interactions to ensure high levels of customer Develop strategies to improve customer service quality and efficiency.Technical Guidance and Expertise:o Provide technical support and guidance to helpdesk agents on complex Collaborate with other departments to address and resolve technical Maintain and update the knowledge base and technical documentation.· Process Improvement and Quality Assurance:Identify opportunities for process improvements and implement best practices.

Develop and refine helpdesk procedures and protocols to enhance operational efficiency.

Monitor and evaluate team performance metrics and KPIs.

Gather and analyze customer feedback to drive continuous improvement initiatives.·

Reporting and Documentation:Prepare and present regular reports on team performance, customer satisfaction, and support metrics.

Maintain accurate records of customer interactions, issues, and resolutions.

Ensure compliance with company policies, standards, and regulatory requirements.

Develop and maintain user guides and training materials for the helpdesk team.

Report Creation using MS office tools and Power BI

Skills:Strong understanding of automotive systems and technology.

Excellent problem-solving and analytical skills.

Proficient in using helpdesk software and remote support tools.

Good working knowledge in MS Office tools and Power BI

Strong verbal and written communication skills.

Spoken competency in English, Hindi

Ability to work independently and as part of a team.

Strong organizational skills and attention to detail.

Full-time position with regular office hours; may require occasional weekend or evening shifts

Primarily office-based with potential remote work options

Additional Information36to 60 months of Team lead experience in supporting any automotive systems, software, and hardware.

Qualifications

Bachelor’s degree in Automotive Technology, Business Administration, or a related field preferred Proven experience in a technical support or helpdesk role, preferably in the automotive industry. Experience with automotive diagnostic tools and software.

Additional Information

8-10 years of experience

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