Experience: Minimum 2 years of experience in a Team Leader / Team Manager role in a Contact Center.
Working Time: 5 PM IST- 3 AM IST (Fixed Shift)
Role Summary
The Team Leader – Contact Center is responsible for leading, coaching, and managing a team of customer service representatives (CSRs) across three customer touchpoints: Email, Inbound/Outbound Calls, and Live Chat, within a high-volume E-Commerce environment. This role ensures service excellence, SLA adherence, and a motivated, high-performing team that consistently delivers exceptional customer experiences.
Key Responsibilities
1. Team Management & Leadership
▸ Lead, mentor, and coach a team of 10–20 CSRs across Email, Call, and Chat channels.
▸ Monitor attendance, schedule adherence, and manage shift rotations effectively.
▸ Handle escalations from team members and resolve complex customer issues promptly.
▸ Foster a positive, high-energy team culture with a customer-first mindset.
2. Performance Monitoring & Reporting
▸ Track, analyze, and report KPIs including AHT, CSAT, FCR, SLA %, Occupancy, and CPER.
▸ Conduct daily and weekly performance reviews using real-time dashboards and WFM tools.
▸ Identify trends, skill gaps, and improvement areas; action corrective plans promptly.
▸ Prepare and submit shift performance reports to Operations Manager.
3. Quality Assurance
▸ Audit and review customer interactions across Email, Calls, and Chat for quality compliance.
▸ Coordinate with the QA team to align on evaluation frameworks and scoring criteria.
▸ Deliver real-time and structured feedback to agents based on quality evaluations.
▸ Ensure all communications meet brand tone, compliance, and policy guidelines.
4. Multi-Channel Operations
▸ Oversee workflow distribution and queue management across all three channels simultaneously.
▸ Ensure consistent customer experience and resolution standards across Email, Calls, and Chat.
▸ Adapt team deployment dynamically based on channel volume spikes and SLA priorities.
▸ Collaborate with the tech team to troubleshoot CRM, dialer, and chat platform issues.
5. Training & Development
▸ Identify training needs and coordinate with L&D for process, product, and soft skills training.
▸ Onboard new joiners and ensure a smooth ramp-up period through structured buddy programs.
▸ Facilitate refresher training sessions on policy updates, seasonal campaigns, or new SOPs.
▸ Recognize and reward top performers to maintain motivation and reduce attrition.
6. Customer Experience & Escalation Handling
▸ Act as the first point of escalation for irate or complex customer situations.
▸ Take ownership of escalated cases and ensure timely, empathetic resolution.
▸ Liaise with internal teams (logistics, payments, returns, catalog) to resolve cross-functional issues.
▸ Maintain a customer satisfaction score (CSAT) above the defined organizational benchmark.
Qualifications & Experience
Mandatory Requirements
▸ Graduate in any discipline (Bachelor's degree preferred).
▸ Minimum 2 years of experience in a Team Leader / Team Manager role in a Contact Center.
▸ Proven experience managing multi-channel operations (Email + Calls + Chat).
▸ Hands-on experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or similar).
Preferred / Added Advantage
▸ Experience in E-Commerce, retail, or consumer goods customer service.
▸ Experience with WFM tools (NICE, Aspect, Verint, or equivalent).
▸ Exposure to Six Sigma, Lean, or process improvement methodologies.
▸ Knowledge of e-commerce platforms such as Shopify, Magento, or similar.
▸ Familiarity with omnichannel contact center technologies and AI-assisted tools.
Pay: ₹40,000.00 - ₹60,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
