Team Lead Contact Center

Job Purpose

The Contact Center Team Lead will be responsible for managing a team of voice and chat agents to ensure the delivery of exceptional customer service. This role involves overseeing daily operations, monitoring performance, and implementing strategies to improve efficiency and customer satisfaction. The candidate will be required to be able to operate in all shifts based on rotation and business requirements and manage the shifts for his/her team.

Key result Areas

• Ensure that the team meets or exceeds performance metrics, including average handling time, first call resolution, and customer satisfaction scores.
• Monitor and evaluate agent performance, providing feedback and coaching to improve skills and productivity.
• Develop and implement training programs to enhance agent capabilities.
• Handle escalated customer issues and resolve them promptly.
• Maintain accurate records of team performance and prepare regular re...