Team Lead - Contact Center (Vo · Bengaluru

The Team Lead will oversee the contact center operations, ensuring high-quality service delivery across voice, chat, and email channels.

Responsibilities:

• Manage daily operations of the contact center.
• Lead and mentor a team of customer service representatives.
• Monitor performance metrics and implement improvements.
• Ensure compliance with company policies and procedures.
• Handle escalated customer inquiries and issues.
• Develop training materials and conduct training sessions.
• Collaborate with other departments to enhance service delivery.
• Prepare reports on team performance and customer feedback.
• Implement best practices for customer engagement.
• Foster a positive team environment.
• Assist in recruitment and onboarding of new team members.
• Stay updated on industry trends and technologies.